complaints & Procedures
guild of british tour operators charter

Complaints Policy & Procedure:

This document explains how you can raise a complaint or concern and what you can expect from us. It sets out how we will review your complaint, keep a written record, and aim to resolve the issue fairly and quickly—usually within 10 working days. It also explains how complaints are handled if further review is needed. This policy is here to make sure every concern is taken seriously and dealt with in a clear, respectful, and timely way.

Guild of British Coach Operators:

We are proud members of the Guild of British Coach Operators (GBCO) — an invitation-only group of trusted, professional coach operators across the UK.

Membership means we meet high standards for safety, vehicle quality, driver professionalism, and customer service, going beyond basic legal requirements. It’s a recognised mark of quality and reliability within the coach industry.

Download the document to learn more about what this means for our customers.