Complaints

How to raise a concern

Send a complaint through the enquiry form, selecting “Complaint”, or email Sammy directly. The form asks for your contact details so a reply can be sent to you.

A brief explanation is enough to begin. Include the service involved, relevant dates or an enquiry reference, what went wrong and what outcome you would like. Keep sensitive client details and information about other people out of the initial form message.

What happens next

Sammy will review the concern and may ask for further information to understand what happened. You should receive an acknowledgement and an indication of when a substantive response can be provided. If more time is needed, you should receive an update.

The response should explain the findings, any action proposed and the reasons for the decision. Where a concern is upheld, the aim is to identify an appropriate and fair remedy.

If you remain unhappy

You can ask Sammy to review the response, explaining which points remain unresolved and providing any new information. Keep a copy of your correspondence and any relevant booking details.

This process does not prevent you from exercising your legal rights or seeking independent advice. For information about consumer rights and getting further help, see Citizens Advice.

Privacy concerns

For concerns about personal information, see the Privacy Notice or send a privacy enquiry. You also have the right to complain to the Information Commissioner’s Office.