Legal
If something goes wrong
We would rather hear about a problem early, while it can still be fixed. This is what happens when you tell us.
While you are travelling
Tell us as soon as you can, and tell the supplier on the spot — the hotel, the airline, the local representative. Many problems can be put right immediately and become much harder to resolve after you have come home. Use the contact number on your itinerary; outside working hours it reaches somebody.
When you are home
Write to us at hello@fennmore.com, or by post to our registered office, within twenty-eight days of returning. Tell us what happened, what you would like us to do about it, and include your booking reference.
What we will do
We will acknowledge your complaint within three working days and give you the name of the person handling it. We aim to give you a full answer within twenty-eight days. If we need longer because we are waiting on a supplier, we will tell you that and keep you updated rather than going quiet.
If you are still not satisfied
Tell us, and it will be reviewed by a director. Beyond that, where your contract is with a supplier you may have recourse to that supplier’s own complaints process, to any trade association they belong to, or to alternative dispute resolution. We will tell you who to approach rather than leave you to find out.
Contacting us
Fennmore Limited, Carlile Institute Business Centre, 54 Huddersfield Road, Meltham, Holmfirth, HD9 4AE. Email hello@fennmore.com. Registered in England and Wales, company number 17357755.