Complaint Policy
DEALING WITH COMPLAINTS
If you have any concerns regarding any aspect of our operations or staff we encourage you to contact us as soon as possible and with as much information as possible. This could be during any part of the lead up to your trip, while on the trip, or after you have returned home. It is important that you contact us either directly to the UK office or via your trip leader as soon as possible after the issue has arisen. In this way, we can do our best to address any concerns at the time and minimise any disruption or distress.
Please also note that you are obliged to do so under part 21 of our terms and conditions; a copy is available online and can be sent to you upon request. If you wish to raise a concern or make a complaint after you have returned home, you need to contact our UK office in writing within 14 days of the end of your trip giving your booking reference and full details of the issue to be raised.
In investigating any concern raised with reference to our ventures, we will need to consult with all parties related to the incident or situation. This may include our own UK and overseas in-country staff and also staff of third parties and other clients where relevant. This may be necessary in order to build up a good picture of the circumstances surrounding an incident or issue. We reserve the right to make these enquiries in the interests of completeness.
If you have a concern that you feel unable to raise with any one member of staff or in relation to which you wish to stay anonymous, please contact Adventure Alternative Managing Director Gavin Bate directly. If you have an express interest to stay anonymous from there forward, you must expressly state this in the initial correspondence. Please note that this may affect the ability of ourselves to fully investigate the matter.
We will always seek to resolve any concerns or complaints through amicable dialogue.
In the unlikely event that you have a complaint which we cannot amicably resolve, you may refer the matter to ABTOT for independent arbitration under the Travel Arbitration Scheme, administered by Hunt ADR Limited. An independent arbitrator considers the documents and evidence submitted by the parties and makes a decision which is binding on both parties, subject to the appeal rights available under the Scheme Rules and the law. Fees are currently payable by both the customer and the travel company. The maximum claim under the Scheme is £25,000 in total, limited to £5,000 per person. Any personal injury or illness element is limited to £1,500 per person, and further restrictions apply. Not all disputes are eligible for arbitration. If arbitration is agreed, we or ABTOT will explain how to proceed and provide the relevant application information. An online claim should not be started until we have confirmed acceptance to proceed to arbitration. For more detailed information about eligibility, the Scheme Rules and how arbitration works, please visit https://huntadr.com/travel-arbitration/ and use Tarbi, Hunt ADR’s AI guidance assistant. Tarbi provides guidance about the process but is not an application system or an arbitrator. Paper applications are also available where needed.
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