Where did you go as I have a complaint ongoing with FC and building work etc.

It should I believe be about 28 days. Call them back as when I called the lady was able to tell me that there was a letter sent and when it was sent but not what was in thel etter as she didnt have that on her screen, she only had correspondence dates received and then sent by them

Marion

Hi there we went to the green golf resort in pdla Tenerife, The building work was just one of many complaints we have about the holiday. Raw sewage in our shower tray, doors which didnt lock ( although once reported they did come to fix them ) Spindles hanging from balcony ( not a good idea with 2 children ) And lots of security issues.
All in all it was the worst holl we have ever had!!!
Also the lack of help from fc was unbelievable to say the least. They know nothing about customer service so im waiting with baited breath for their response xx

Kat
I've heard/read mixed reports on this aspect. 28 days and 56 days are the options. I believe the explanation may be....

A company is supposed to respond in writing withing 28 days of receiving the complaint from a passenger. However, if they are unable to reply with specific points in those 28 days they must write to say that they are addressing the complaint and furthermore, state why they are unable to resolve so far.

They then have a further 28 days (56 in all) before which they must write with their answer to your complaint.

Of course, they could write just before the 56 days dismissing your complaint and giving their reasons for their view - whereupon you've not progressed much further. You can take the matter further, via ABTA, trading standards, small claim court etc. after this point but you probably should give them the opportunity to answer your complaint before you seek recourse via the courts.

When you send documents via recorded delivery I'm not certain the Post Office obtain a signature from the receiver - if they do, use that day as the first day of the 28/56 otherwise base the start date 2 days after you post the letter.

Mike

thanks for that Mike
I have rang them this morning to be told i should hear something by the end of the week.
If not i will just have to wait and see what they say when i do hear from them.
Thanks again for your advice x

At the moment I am having a dispute with Portland over a low deposit. I have written 2 letters (to different people) and have had no reply from either. After reading this post I rang Portland and was told they have a 28 day deadline for replies. Last letter sent on 30 th Sept, so a few weeks left for me to wait. Lorraine.

I think they are supposed to acknowledge your letter within 14 days? Then give their reply within 28.

Just checked Safe and Sound Booklet - here's what Ros says:-

You must write to the tour operator within 28 days of your return. Send it by recorded delivery and keep a copy. They must acknowledge receipt of your letter within 14 days and then provide you with a detailed reply within 28 days.

Hi there still no response to complaints although they have acnowledged receipt of my letter.
When i rang y'day i asked why they were breaking the 28 day guideline and they said their work load is too heavy and i just have to wait!
Any idea what i should do if anything?

You could always give Ros Fernihough a ring for free advice on 01922 621114

there is another topic like this on the site. If the company is abta they have to reply within a certain time unlike DH who are ATOL and as far as I am aware can take however long they want. Almost 2 months!!!!

We have contacted DH and they took nearly a month to reply and then said they will be in touch within 42 days

eventually got a response from DH , just over 2 months. Sent an email along with my evidence I told them I had and guess what a response within 24 hours via email. All the time I have emailed them only to be ignored this was quite a shock.

We got a reply after I chased it up about 2 weeks past the due date. The offer they made was unacceptable so they got a letter back by return telling them to respond in 14 days or I will be getting Ros on the case