Complaints Handling Policy

1. What we can help with

We handle complaints about:

• the accuracy, fairness or tone of content published on this website;
• advertising claims or disclosures made by us;
• our handling of personal data;
• accessibility barriers on the site;
• the conduct of our staff or correspondence.

2. What we cannot help with

We cannot resolve complaints about a flight, a booking, a refund, a delay or the service of a charter operator, because we are not party to those contracts. Those complaints must go to the provider you booked with. We will, however, forward any evidence of misleading advertising to the partner concerned and may withdraw the advertising.

3. How to complain

Email [email protected] or write to Complaints, Silverschade Ltd, 71–75 Shelton Street, Covent Garden, London WC2H 9JQ.

Please include:

• your name and a contact email address;
• the page URL or advertisement concerned;
• what happened and when;
• what you would like us to do to put it right.

4. Our timescales

• Acknowledgement — within 2 working days.
• Stage 1 investigation and written response — within 10 working days. If we need longer we will tell you why and give a revised date.
• Stage 2 review — if you are dissatisfied, a director not involved in the original decision reviews the case and replies within a further 15 working days. That reply is our final response.

5. Records and learning

Complaints are logged with the date received, the subject, the outcome and any corrective action. Records are kept for 24 months and reviewed quarterly so that recurring problems are fixed at the source.

6. Escalating outside the company

If our final response does not satisfy you, you may contact:

• Advertising Standards Authority — for misleading or irresponsible advertising: asa.org.uk.
• Information Commissioner's Office — for data protection matters: ico.org.uk.
• Civil Aviation Authority — for concerns about the conduct or safety of an air operator: caa.co.uk.
• Citizens Advice consumer service — for general consumer rights guidance in the UK.