How to make a complaint
ABTOT can help customers who have had a poor experience with an ABTOT Member and want to raise a complaint.
We provide an escalation service for Members and their customers when there is a dispute and access to an arbitration service when a resolution cannot be reached.
Members’ customers complaints process
First step: Members’ customers need to contact the Member directly to discuss their complaint.
Members will have an internal complaints process which will need to be followed and should have information about this on their websites, brochures or in their terms and conditions.
Second step: Members’ customers contact ABTOT Membership.
If you are not satisfied with the outcome of your complaint after completing the Members complaint process. You can forward the most recent correspondence with the Member to ABTOT.
Third step: ABTOT customer complaint process
ABTOT will liaise with the Member to confirm a final response has been sent.
However, if the complaint is still ongoing with the Member, ABTOT will seek to ensure a conclusion is reached within the appropriate timeframes but will not interfere in the process or influence the Member in any way.
ABTOT’s Arbitration Service
If the customer is unable to accept a Members final response to their complaint, ABTOT can offer access to our approved arbitration service who can settle disputes between ABTOT Members and their customers.
This service is administered and managed independently by Dispute Settlement Services Limited.
This arbitration service is not mandatory. The customer and Member need to agree to enter into arbitration and both parties incur a fee, which is generally not recoverable. The arbitrator’s decision is binding and will bring the complaint to a final resolution.
ABTOT’s Code of Conduct
Any complaints where a Code of Conduct breach is alleged will be reviewed internally by ABTOT. We will review all evidence provided in line with the Code and the Regulations and reach out to the Member in question for their view and evidence. If a breach of the Code of Conduct is upheld, ABTOT will take appropriate action. Such action may be the suspension or expulsion of the Member (for very serious breaches) or a request for them to undertake some form of action to correct the code breach, depending on what it was. You will be advised of the outcome of ABTOT’s investigation.
Check if your travel company is an ABTOT or BCH Member.