VacationGuide

Draft — awaiting legal review

Complaints handling policy

We acknowledge every complaint within 2 working days and aim to resolve it within 14 days. A complaint about personal data is acknowledged within 30 days, as the Data (Use and Access) Act 2025 requires from 19 June 2026.

How to complain

Email hello@vacationguide.co.uk with "Complaint" in the subject line. Please include:

  • your name and the email address you used on VacationGuide
  • your booking reference, if the complaint is about a booking
  • what went wrong, and when
  • what you'd like us to do to put it right

If you can't email us, write to Premier Stays Fife Ltd (VacationGuide), [registered office address].

What happens next

  1. Acknowledgement within 2 working days. We confirm we've received your complaint and tell you who is handling it.
  2. Investigation. We look at our records. For a booking, we also contact the hotel, restaurant or experience operator, or our booking partner, because they provide the service.
  3. Response within 14 days. We explain what we found and what we'll do. If we need longer, we tell you why and give you a new date.
  4. Review by a director. If you're unhappy with our response, reply and ask for a review. A director of Premier Stays Fife Ltd reviews it and sends a final response within 14 days.

If you're still not satisfied

  • You can get free, impartial consumer advice from Advice Direct Scotland (Scotland) or Citizens Advice (England and Wales).
  • If a recognised alternative dispute resolution scheme covers your complaint, our final response will name it.
  • For a booking paid by card, you may be able to ask your card provider for a chargeback.
  • You can take a claim to the courts. In Scotland, claims up to £5,000 use the simple procedure.

Complaints about personal data

We acknowledge these within 30 days and respond without undue delay. If you're unhappy with our response, you can complain to the Information Commissioner's Office.

Complaints about a review

These follow the Review and Moderation Policy. Report a review with the "Report" button beside it, or by email.

How we use complaints

We log every complaint: the date, the subject, the outcome and the time it took to resolve. Each quarter we review the log to find and fix recurring problems. We keep complaint records for 2 years after the complaint closes.