Complaints procedure

We want to get things right for you. If we have not, please tell us. Most problems can be sorted out quickly once we know about them.

How to complain

Tell us what went wrong and what you would like us to do. Email fasttraveller@outlook.com or call 07835 205472.

You can also write to us at Fast Travellers Limited, 35 Bowden Road, Northampton, NN5 5LT.

Include your name, your booking or application reference if you have one, and any documents that help explain what happened.

What happens next

• We confirm that we have your complaint.
• We look into what happened, check our records and ask you for anything else we need.
• We send you a written reply that explains what we found and what we will do about it. If we need more time, we tell you why and when to expect our reply.

Visa decisions

Consulates decide visa applications, and we cannot change their decision. If a visa is refused, we explain the reasons they gave and the options open to you.

If you are still unhappy

If you are not satisfied with our reply, tell us why and we will look at your complaint again.

You can also get help from outside Fast Travellers:

• Citizens Advice gives free, independent advice on consumer problems: citizensadvice.org.uk.
• If you paid by card, your card provider may be able to help you get your money back.
• If a booking was covered by a financial protection scheme, the details we gave you in writing before you paid explain how to claim.
• If your complaint is about how we used your personal details, you can complain to the Information Commissioner's Office at ico.org.uk. Our privacy policy has more on your rights.