Complaints Policy
How to make a complaint to 100 Crosses Ltd, the timescales we work to, how complaints are investigated and how to escalate.
1. Our approach
If we get something wrong we would rather know. A complaint is treated as a Cross in its own right: acknowledged, investigated, answered and closed with a stated outcome.
2. How to complain
Email [email protected] with the subject line Complaint, or write to us using the contact details on the Contact page. Please include:
- Your name and the best way to reach you;
- The Cross reference, booking reference or contract number if you have one;
- What happened, and when;
- What outcome you are seeking.
3. Timescales
| Stage | Timescale |
|---|---|
| Acknowledgement of your complaint | Within 5 business days of receipt |
| Substantive written response | Within 20 business days of receipt |
| Where the matter is complex or depends on a third party | We will write to you before day 20 explaining the delay and giving a revised date, which will not normally exceed 40 business days |
| Request for review by a second reviewer | Within 20 business days of your request |
4. How we investigate
The complaint is assigned to someone who was not responsible for the matter complained about, wherever that is practicable. We review the file, the correspondence and, where relevant, the supplier or counterparty records. We may contact you for clarification.
5. Possible outcomes
- The complaint is upheld in full, with an explanation and the remedy we propose;
- The complaint is upheld in part, with reasons for each element;
- The complaint is not upheld, with our reasoning set out;
- Where a third party is responsible, we will say so and support you in pursuing it with them.
Remedies may include an apology, correcting or redoing work, a fee adjustment or refund in accordance with our Refund & Cancellation Policy, or a change to our procedures.
6. Escalation
If you are not satisfied with our response you may ask for it to be reviewed by a second reviewer within our organisation. Beyond that, you retain any legal rights and remedies available to you, including bringing a claim in the courts of England and Wales.
Where a complaint concerns the handling of personal data, you may also complain to the Information Commissioner’s Office. Where it concerns a booking made with a third-party travel supplier, that supplier’s own complaints process and any scheme it belongs to will also apply.
7. Records
Complaints and their outcomes are recorded and reviewed periodically so that recurring issues are identified and addressed.