Complaints Policy

Cartout LTD (“we”, “us”, “our”) is committed to providing a high standard of service. If something has not met your expectations, we want to hear about it so we can put it right and improve. This policy explains how to raise a complaint and what you can expect from us.

1. Complaints about our consultancy service

If you are unhappy with any aspect of our planning service — for example, our communication, advice or conduct — please tell us as soon as possible so we can address it quickly.

2. How to complain

You can raise a complaint in any of the following ways:

• Email: info@cartoutltd.co.uk
• Phone: 0203 45454 0000
• Post: Cartout LTD, Office 000, 00 Example Street, London, EC1A 0AA, United Kingdom

To help us investigate, please include your name, the best way to contact you, details of what happened and when, and how you would like us to resolve it. Where possible, please attach any relevant correspondence.

3. What happens next

• We will acknowledge your complaint within 3 working days of receiving it.
• We will investigate fairly and thoroughly, and may contact you for more information.
• We aim to provide a full written response within 14 working days. If we need more time for a complex matter, we will let you know and keep you updated.

4. If you are still not satisfied

If you are unhappy with our response, you can ask us to review the matter again, explaining why. A senior member of our team who was not involved in the original response will look at it afresh and reply to you.

5. Complaints about a travel supplier

If your complaint concerns a flight, hotel or other booking, please raise it directly with the supplier, as your contract is with them. Most suppliers have their own complaints procedures and, where applicable, belong to schemes such as ATOL or ABTA or are covered by air passenger rights rules. We are happy to help you understand the right route, but we cannot resolve a supplier complaint on your behalf.

6. Data protection complaints

If your complaint relates to how we have handled your personal data, please see our Privacy Policy. You also have the right to complain to the Information Commissioner’s Office (ICO) at ico.org.uk.

7. Our commitment

We treat every complaint seriously and confidentially, and we will never treat you unfairly for making one. Your feedback helps us improve the service we provide to everyone.

8. Contact us

To raise or discuss a complaint, contact us at info@cartoutltd.co.uk or on 0203 45454 0000. Our hours are Mon–Sat: 9:00 AM – 8:00 PM.