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Complaints

Complaints

Destination Hub Limited
Company number: 17323588
Registered office: 128 City Road, London, United Kingdom, EC1V 2NX
Email: support@destinationhub.co.uk

1. About this complaints procedure

Destination Hub wants customers to receive a clear, fair and professional service. If you are unhappy with our website, customer service, a booking made or requested through Destination Hub, the handling of a cancellation or refund, or another aspect of our service, please contact us so that we can investigate.

This procedure explains how to make a complaint, what information will help us investigate it, how we may deal with complaints involving a travel provider, and what you can do if your complaint concerns personal information.

2. How to make a complaint

You can make a complaint by emailing support@destinationhub.co.uk or by using our Contact Us page.

Please include, where relevant:

  • your full name and contact details;
  • your Destination Hub confirmation or booking reference;
  • the hotel, attraction, experience or other travel service concerned;
  • the dates of the booking or travel service;
  • a clear description of what happened and why you are dissatisfied;
  • the outcome you would like us to consider; and
  • copies of relevant correspondence, receipts, screenshots or other supporting information.

Please do not send unnecessary sensitive personal information. We may ask for additional information where it is reasonably required to identify the booking, verify your identity or properly investigate the complaint.

3. What happens after we receive your complaint

We will review the information you provide and, where appropriate, check relevant booking records, communications, payment information and other records relating to the matter.

We aim to deal with straightforward complaints as quickly as reasonably possible. Some matters may require information from a hotel, attraction or experience operator, travel provider, payment provider or another service provider involved in the transaction. This can mean that an investigation takes longer.

If we need further information from you, we will contact you using the contact details associated with your complaint.

Where an investigation cannot be completed promptly, we may provide an update while enquiries continue.

4. Complaints involving a travel provider

Destination Hub makes travel services available that may ultimately be provided or operated by third parties, such as hotels, accommodation providers, attraction or experience operators and other travel providers.

If your complaint concerns the actual provision of a travel service, we may need to contact the relevant provider and share information that is reasonably necessary to investigate or resolve the complaint.

The responsibilities of Destination Hub and the relevant travel provider depend on the service, booking arrangements and terms applicable to the booking. Making a complaint does not automatically alter the cancellation, refund or payment conditions that apply to a booking.

5. Cancellations and refunds

If your complaint concerns a cancellation or refund, the applicable booking conditions will normally be relevant to our investigation.

Cancellation and refund eligibility can vary between bookings and may depend on the rate, ticket or service selected, the time of cancellation and the conditions displayed during the booking process.

Please also see our Cancellations & Refunds page and the Booking & Website Terms & Conditions.

6. Payment complaints

If your complaint concerns a payment, please provide enough information for us to identify the transaction, but do not send complete payment-card details, security codes or online banking credentials.

We may need to review information relating to the transaction or communicate with the relevant payment provider in order to investigate the issue.

7. Complaining on behalf of someone else

If you make a complaint on behalf of another person, we may need evidence that you are authorised to act for them before we disclose booking information or personal information.

This is intended to protect the privacy and security of our customers.

8. Our response

After considering the available information, we will explain the outcome of our investigation and, where appropriate, any action we have taken or propose to take.

Depending on the circumstances, an outcome could include providing further information, correcting an error, taking appropriate action in relation to a booking or payment, referring an issue to the relevant travel provider, or explaining why we consider the booking or service to have been handled in accordance with the applicable terms.

A complaint does not guarantee a refund, compensation or other particular outcome. Any entitlement will depend on the circumstances, applicable booking conditions and relevant legal rights.

9. If you remain dissatisfied

If you believe that we have misunderstood or not addressed an important part of your complaint, please reply to our response and clearly explain the outstanding issue. We may review additional relevant information that was not previously available to us.

Nothing in this complaints procedure limits any statutory rights or other rights or remedies that may be available to you.

10. Data protection complaints

If your complaint concerns how Destination Hub Limited has collected, used, stored, shared, secured or otherwise handled your personal information, please tell us that you are making a data protection complaint.

You can send a data protection complaint to support@destinationhub.co.uk. You do not need to use legal terminology. Please explain what you believe has gone wrong and, where appropriate, what you would like us to do.

For a data protection complaint, we will:

  • provide a way for you to raise the complaint with us;
  • acknowledge receipt within the period required by applicable data protection law;
  • take appropriate steps to investigate the complaint without unjustifiable or excessive delay;
  • keep you appropriately informed about the progress of the investigation; and
  • communicate the outcome without unjustifiable or excessive delay.

Under the current UK data protection complaints regime, the acknowledgement period is 30 days from receipt, subject to the applicable rules for calculating that period.

If you remain dissatisfied with our handling of a data protection matter, you may raise the matter with the Information Commissioner’s Office (ICO). Information about making a complaint is available on the ICO website.

A data protection complaint and a request to exercise a data protection right are not necessarily the same thing. If you also want to access, correct, delete or otherwise exercise rights concerning your personal information, please see our Your Data Rights page.

11. Personal information used to handle complaints

We use information submitted with a complaint to investigate the matter, communicate with you, maintain appropriate records, protect our legal rights and obligations and, where relevant, resolve issues relating to a booking or service.

Where necessary, relevant information may be shared with travel providers, payment providers, professional advisers or other service providers involved in investigating or resolving the matter.

For further information about how Destination Hub Limited handles personal information, please read our Privacy Policy.

12. Accessibility and assistance

If you need reasonable assistance in making or communicating a complaint, please tell us when you contact us. We will consider reasonable ways to help you communicate your concerns.

13. Contact details

Destination Hub Limited
128 City Road
London
United Kingdom
EC1V 2NX

Email: support@destinationhub.co.uk

Please include your booking or confirmation reference where your complaint relates to an existing booking.