Cant help with your info request, But I hope you made your complaint in the resort you were at.

hi,
thomascook email is customer dot relations at thomascook dot com
i`m not allowed to post email yet!
we had a complaint about our hols too. i hope you filled in a form in resort too?
hope this helps.
from justine

May I suggest that instead of email you write to them.

Detail your complaint and send by recorded or signed for delivery.

Do not send any supporting documentation - photos etc. They are for later if you do not get a satisfactory solution to your complaint.

If you complained in resort then a photocopy of that should be attached.

emails can get lost in system failures. A letter you can track online and they cannot say they did not get it.

If you are unsure about anything then please post again and we can see if we can help.

We can only express personal opinions but there is quite a bit of expertise here on HT from people who have been in a similar position.

fwh