Legal Notice

The Website & Advice/Guidance Services of HolidayTravelWatch

Conditions of use of the Website and Services of HolidayTravelWatch

The use of or viewing of this site or the use of any telephone, postal or e mail or advice services of HolidayTravelWatch indicates your acceptance to this notice.

Regulatory Statement

Holiday Travel Watch Ltd is regulated by the Ministry of Justice in respect of regulated claims management activities. Its registration is recorded on the website www.claimsregulation.gov.uk under reference CMR2162.  This is not a business Regulated by The Solicitors Regulation Authority

Jurisdictional Limit of Advices

The information, advice and assistance on this website, or offered by our helpline, only relates to British Consumers.  The term "British Consumers" refers to Consumers of holiday products/arrangements which Consumers are ordinarily resident in the UK.  The term is also to be taken to include references to the terms "holidaymaker", "holidaymakers", "group traveller", "independent traveller" and "traveller" as used on this website. For all other Non-British Consumers we may refer to information/contacts which may assist them in their own jurisdiction where possible.

Charges to British Consumers

Please note the services provided by HolidayTravelWatch to the holidaymaker or independent traveller are free of charge, the only cost to British Consumers is the cost of any phone calls made to HolidayTravelWatch or the time expended in producing information for HolidayTravelWatch to consider. If HolidayTravelWatch provides a recommendation to a holidaymaker or independent traveller to seek legal assistance and a subsequent recommendation to have their information transferred to our Partner Lawyer, full disclosure will be made at the time of such a recommendation as to its process and in particular the service charges we make to our Partner Lawyer. It should be noted that HolidayTravelWatch does not charge the holidaymaker or independent traveller for any recommendation process.  In any event, full disclosure on recommendation issues is set out in our section 'Recommendations to our Partner Lawyers & You'.

Services Provided by HolidayTravelWatch:

Turnaround Times:

HolidayTravelWatch endeavours to deal with all enquiries within a reasonable timeframe, anticipated turnaround times are posted on the site, we cannot guarantee that you will be dealt with within these times. The fact that we provide updates on turnaround times does not indicate nor guarantee that you will be contacted within those time frames.  All calls are prioritised according to need.

When delivering this service, we normally seek to contact you by telephone, e mail or letter.

It is incumbant on you to ensure that we have all your correct contact details so that we can best maximise your opportunity of contact with us.

In the delivery of our normal service we also reserve the right to alter or choose the manner in which you will be contacted.

All calls for assistance are placed in strict rotation, however where urgent matters arise or HolidayTravelWatch receives a high volume of calls, HolidayTravelwatch reserves the right to alter that rotation list.

In periods where there is a high demand for our services, we reserve the right to manage your position on our rotation list by either:

  1. Providing information to help you with your dispute, where possible, via e mail;
  2. Providing information to help you with your dispute, where possible, via ordinary post;
  3. Providing information to help you, where possible, by leaving a detailed message on your telephone answer service;
  4. In the event that these options are not possible or available, then you will be placed on a rotation list for a telephone call which will be governed by the priority of the calls we receive.

We would stress that if the matter is urgent, in that you have a court or other legal deadline approaching, you seek the assistance of a solicitor immediately. If you are unsure, then you should seek legal assistance immediately.

Sending Information to HolidayTravelWatch:

The use of telephone, e mail, postal services or courier services is entirely at the risk of the holidaymaker or independent traveller when seeking to contact or provide information to HolidayTravelWatch. Any failure in any of the aforementioned services is the responsibility of the providers or facilitators of the said services, HolidayTravelWatch accepts no responsibility for the failures of those services in the provision of its own service.

Extent of Advices/Guidance:

We do not provide Legal Advice.  The use of telephone, postal or e mail services do not express or imply in any way whatsoever that you will receive a definitive advice or conclusion to your travel complaints.

Such travel complaints can only be fully resolved by the use of information provided to you by HolidayTravelWatch and/or properly qualified legal advices, along with any actions required by the holidaymaker or independent traveller to prosecute their claim.

It is your responsibility to provide all relevant information.  HolidayTravelWatch cannot be held liable for any losses or failures that flow from the failure to provide all the facts and any guidance that follows from the failure to provide all the relevant facts.

HolidayTravelWatch does not represent itself as providing such properly qualified legal advices, the information provided is based upon the experience of the organisation and collated material from different sources. The decision on what steps to take in order to resolve your complaint is yours, HolidayTravelWatch will not decide what action you should take.

It is a condition of use of this website or the services of HolidayTravelWatch that no reliance on the information stated therein can be made. HolidayTravelWatch makes reasonable endeavours to ensure that all the information provided therein is accurate but cannot be held responsible for any changes made by third parties.

Advice has its limitations and cannot take into account the particular circumstances of each individual or group traveller. Any information contained therein is collated, analysed and summarised; and is believed to be correct at the time of publication.

Advice offered therein is not intended to be a substitute for skilled practical, travel, medical or legal advices. You should not make a complete or partial reliance on the information provided therein as it is subject to change, alteration often due to events beyond the control of HolidayTravelWatch.

HolidayTravelWatch therefore recommends that all information contained therein or advices given be checked through other resources or other skilled practitioners before or after any travel arrangements made.

Accessing Legal Advices:

If you decide to take action independently, we always recommend that you seek separate advices, details of appropriately qualified lawyers can be obtained through the Law Society.

Where it is considered appropriate to make recommendations in your case for properly qualified legal advices this will be stated directly to British Consumers. If you agree to a further recommendation to have your information transferred to our Partner Lawyers, any such recommendation issues will be fully explained at the time of your agreeing to that recommendation.

The information contained on our website is not intended to substitute legal advise and you are referred to the text above under the heading "Extent of Advices/Guidance".

Threatening or Abusive Behaviour:

We would advise that any abusive or inappropriate calls, e mails or correspondence or threats to third parties will not be dealt with, where appropriate, such matters will be brought to the attention of the police and/or other relevant authorities.

Press Releases

HolidayTravelWatch produces press releases from time to time commenting on travel related issues and travel problems. HolidayTravelWatch is proud to have been associated with past innovative media production highlighting consumer rights. That role continues today with assistance and guidance given to many media organisations. Please note that all reasonable care is taken in the production of our press releases and all information therein is verifiable through media, documentary, holidaymaker, independent traveller or witness sources.

Members of the media requiring assistance should call our helpline number 08450179229 - messages will then be relayed to one of the management team. Members of the media should remember that whilst deadlines are often pressing, the resources of HolidayTravelWatch are primarily dedicated to assist the holidaymaker or independent traveller in difficulty. If you have a long term project or need urgent assistance please bear in mind that the holidaymaker or independent traveller must come first - HolidayTravelWatch will not accept any responsibility for the delay in information which is deemed necessary by you for the completion of any media project. In any event, all requests and subsequent clarifications will have to be confirmed either in writing or e mail.

Articles & Commentary written by HolidayTravelWatch

All Articles or Commentary contained on this website are date sensitive and information contained therein reflects the information at the time the Article was published. You should not make any reliance, either in whole or in part on any of these Articles or Commentary when making any travel arrangements. You should check all information contained within those Articles or Commentary with other sources before making any travel arrangements. Please note that all reasonable care is taken in the production of our Articles or Commentary and all information therein is verifiable through media, documentary, holidaymaker, independent traveller or witness sources. HolidayTravelWatch utilises the social networks of Twitter, YouTube, Facebook, Google+ and Google+ Hangouts. In the same way we produce Articles or Commentary on the HolidayTravelWatch website, we employ the same processes of checking information, date sensitivity, verification and a caveat on reliance of this information when making travel arrangements. When we make or produce Articles or Commentary on these Social Networks, we again repeat the provisions contained within this section on how we produce Articles or Commentary and apply these to our Articles or Commentary on the social networks we use and we repeat that no reliance should be placed thereon and all information should be checked by you. Any Articles or Commentary produced by HolidayTravelWatch, in whatever forum, which refers to third parties does not expressly or impliedly endorse that third party and no reliance can be made on any such reference to third parties.

The ‘Alerts’ & 'Map Alerts' Feature

What is an ‘Alert’?

Holidaymakers contact us on a wide variety of issues.  We receive regular complaints of holiday food poisoning claims, sick aircraft syndrome, contract problems, misselling of holidays, so-called ‘DIY’ or ‘Dynamic’ Package Holidays  or other holiday complaints.   Our ‘Alerts’ feature empowers holidaymakers to join together to fight for fair and just compensation for their holiday claims.  This area contains ‘Alerts’ to assist holidaymakers to identify possible support evidence in the pursuit of their claims. This information is provided by returning UK holidaymakers.  Any ‘Alert’ is carefully considered, and all reasonable care is taken before being placed within that section.

We do not accept requests for such entries, unless they are supported by clear information, evidence or other supporting witnesses.

When providing an ‘Alert’, we simply state that complaints have been received, we do not state what those complaints entail.  We take this position simply because the issues of any actual complaint are a matter of resolution between the parties.

The ‘Alert’ is then followed by ‘generic’ information relevant to a wide range of holiday claims, which may assist the holidaymaker viewing that ‘Alert’.

The ‘Alerts’ is intended to be informative and are date sensitive.   ‘Alerts’ entries are subject to a time limit.  We do not consider it appropriate to leave ‘Alerts’ on our website ad infinitum.  However, the very nature of holiday complaints and any intended legal action proposed by any holidaymaker is subject to a number of factors.  Most holidaymakers make a written complaint within 28 days of their return; many do not receive an automatic acknowledgement to their initial complaint – this usually extends the time period when a response is received.  In many cases, holidaymakers will spend several months in ‘negotiation’ with their travel provider before either accepting the offer to settle or rejecting that offer to settle a claim.  Where they have rejected an offer to settle, holidaymakers will then spend a period of time thereafter searching for evidence or considering their options.  In more serious cases, a travel provider is entitled to utilise the full six month investigation period (allowed in all claims), before responding to any claim.  In those cases, holidaymakers will then often seek to clarify or ‘negotiate’ and again, either agree to settle or reject that offer to settle a claim.  If they reject an offer to settle their claims, holidaymakers will often spend several months searching for supporting evidence or considering their options.  Given these factors, we review all postings at an eleven month period; all postings are usually removed to a private archive area on the first anniversary of its posting.  Exceptions to this rule could include serious holiday complaints such as Aerotoxic Syndrome, mass outbreaks of illness at hotels or onboard cruise ships (in those cases we would reactivate any past ‘Alerts’ to demonstrate the historical nature of any holiday complaints received).

Within the website of HolidayTravelWatch, we display and use ‘Destination Alerts’, 'Alerts' or 'Map Alerts' to demonstrate where complaints or travel concerns received from holidaymakers or precipitated by other sources arise. The map used is supplied and licensed by Tele Atlas & Google. HolidayTravelWatch has manipulated the map to feature articles and commentary previously and currently written by HolidayTravelWatch.  All colouring, logos and content created by HolidayTravelWatch on the map is subject to the restrictions contained within our 'Intellectual Property' section below; any unauthorised copying of the concept, content or styling of the map will be considered a breach of copyright/passing-off/screen-scraping. The use of a map or indicators on our map does not constitute that a problem exists either before, during or after the date of the article associated to the map and we refer to the paragraph 'Important Information' below which deals with representations.

The map contains 3 features: 

  1. 'Alerts' - For a full description of this feature please read this section fully;
  2. 'Holidaymakers Stories' - These feature comment made by holidaymakers about their destinations and experiences.  All commentary is dated and fully verifiable;
  3. 'Risk Destinations' - Risk Destinations is a phrase developed and used by HolidayTravelWatch to describe either natural or man-made events that occur in destinations or resorts that can affect the enjoyment, operation or viability of the holiday purchased by a British Consumer. Such events can be sudden or unexpected and if the event is of that nature then it can clearly be classed as a ‘force majeure’ event. Risk Destination events are by their nature predictable, are often not sudden or unexpected and in many scenarios continuing and where they arise their consequences or the knowledge of the potential for these events to arise, can create a detriment to British Consumers that causes or is likely to cause an average British Consumer to: 
      1. Make a Holiday decision that the British Consumer would not have taken otherwise;
      2. Make a Travel decision that the British Consumer would not have taken otherwise;
      3. Make a Financial decision that the British Consumer would not have taken otherwise;
      4. Expose the British Consumer to a Financial Experience that they would not have experienced otherwise.

The commentaries associated with the map are based on Consumer information and a wider available commentary and provide information to British Consumers to enable them to make an informed choice with regards to their travel plans. We refer to the paragraph 'Important Information' below that deals with representations and make clear that we do not represent that each destination so marked with a 'Risk Destination' icon is a risk destination, but the icon marks that destination as containing 'risks' which British Consumers should be made aware of so that they can manage any 'risks' in their holiday decisions & choices, travel decisions & choices or financial planning associated with any holiday or travel decisions. For non-British Consumers, the information contained within the map should be read alongside any other available information available within your own jurisdiction and any other information available from your government or travel provider within your own jurisdiction. Reference should also be made to the Section below that deals with making Your Travel Arrangements.

As a matter of policy, we rarely allow postings by registered users of this website on the ‘Alerts’ or 'Map Alerts' feature.  Again, this is because the features are designed to inform that holiday complaints have been received or that important travel information may be available.  In exceptional cases, where for example there may be a mass outbreak of illness, exposure to fumes etc, postings will be considered and may be published.  There is no automatic right to publication of views on the ‘Alerts’ or 'Map Alerts' feature.  If you have views to express about a particular hotel property, resort, cruise ship or airline featured on the ‘Alerts’ or 'Map Alerts', then other internet travel review websites should be considered.

If you are seeking more historical data in support of your holiday complaint and you do not find what you are looking for within the ‘Call to Arms’ 'Holidaymakers Stories' or 'Map Alerts', then you should contact HolidayTravelWatch for further assistance.

Important Information:

If you are seeking to rely on information in the 'Alerts' 'Holidaymakers Stories' or 'Map Alerts' feature, always check the current state of those facts.  Remember, if a hotel, ship, airline or resort that you are about to visit or use, is featured on these pages, you must not assume that any problems identified exist either before or beyond the date of the ‘call to arms’ 'Holidaymakers Stories' or 'Map Alerts', or the date on which any problems are alleged by returning holidaymakers have actually occurred.

Please note we do not represent that problems exist either at a hotel, ship, airline or resort featured within a ‘Alerts’ 'Holidaymakers Stories' or 'Map Alerts', either before the said period, during the said period or following this period.

If you have any concerns, then you should direct them to your tour operator, they should advise you further.

We cannot be held responsible for any change in travel plans and/or conditions encountered either before, during or after the ‘Alerts’ 'Holidaymakers Stories or 'Map Alerts' notices, this is either your responsibility or the responsibility of your travel provider, hotelier, airline, ship operator or other travel entity.

If you are concerned by such a notice, then you should either contact HolidayTravelWatch or your Travel Provider for further information.

Please note this material is copyrighted and reproduction in any form is prohibited unless you have the express written permission of HolidayTravelWatch; please read our Intellectual Property Section below.

Your Travel Arrangements and HolidayTravelWatch

HolidayTravelWatch will not accept any responsibility or liability, either express or implied, for any failures in any travel arrangements or travel contract where reliance, either complete or partial, is made upon the information contained within this website or through the services of HolidayTravelWatch. This notice extends itself to any links or the map alerts on this site. HolidayTravelWatch has no responsibility for the content of external sites and does not contribute to their content in any form or manner. Those sites are the responsibility of those companies that own or manage their sites and reference should be made to their own Legal Notices.

Copyright & Trademarks - The Intellectual Property of HolidayTravelWatch

General Statement:

All material on this site whether written or image based is the intellectual property of HolidayTravelWatch and is copyrighted and remains the property of HolidayTravelWatch and must not be reproduced, circulated, transmitted, sold, copied onto any forum or in any other form, in whole or in part, without the express written permission from HolidayTravelWatch .

Statement of Use for Holidaymakers:

Note that permission is extended on the use of the written materials only on this site, to private individuals seeking advices from HolidayTravelWatch, in order to resolve their travel complaints with tour operators or travel providers through their visit to this site, this does not however extend to any image/art based or trademarked material on this site.

Trademarks of HolidayTravelWatch:

The following are the trademarks of HolidayTravelWatch:

HolidayTravelWatch™,

HTW™,

Information Advice Assistance™,

Prepare Action Resolve™,

How you can prepare™,

How you take action™,

How you can resolve™,

Getaway – Your Route to Travel Rights™,

Getaway™,

Travel-Zine™,

TravelZine™,

The HolidayTravelWatch Checklists™,

HolidayTravelWatch Clinic™,

Holidaymakers ‘Call to Arms’™,

Holidaymakers Calls to Arms™,

Call to Arms™,

Ceeviews™,

Ceeviews.tv™,

Ceeviews Travel Reviews™,

The Holidaymakers Backpack™,

HolidayComplaints.tv™,

HolidayComplaints TV™,

HolidayComplaints.com™,

The Lemon Travel Awards™,

Lemon Travel Awards™,

International Travel Victims Day™,

‘Don’t worry, help is at hand™,

‘How do I – Deal with?’ ™,

‘How do I – Deal with…’ ™,

Holiday Risk Destinations™,

The Crows Nest™,

The Crow’s Nest™,

Holiday Surveys™,

HTW Surveys™,

HTW Survey ™,

HTW Online Surveys™,

HTW Online Survey™,

Free Holiday Complaints Letters™,

Free Complaint Letters™,

HolidayTravelWatch Helpline™,

HTW Helpline™,

The HolidayTravelWatch Archive™,

The HTW Archive™,

HTW Archive™,

Support the Campaigns™,

The Brown Bag Campaign™,

Whistleblow for Safety™,

Travel Glossary™,

Map Alerts™,

Destination Alerts™

Alerts™

Survivors & Victims of International Travel™

SVIT™

All unauthorised use, copying, reproduction or passing off of any or all of the aforementioned trademarks will be constituted as a breach of or an attempt to pass-off the trademarks and/or copyright of HolidayTravelWatch and will be subject to challenge and where necessary, legal action.

Domain Combinations & their use as Trademarks:

HolidayTravelWatch already owns a large number of internet based domains.  Those domains include derivatives of ‘Holiday’ & ‘Watch’ or 'Holiday' & 'Complaints' either singly or combined. 

Any use of such derivatives will be considered a breach of or an attempt to pass off the trademarks and/or copyright of HolidayTravelWatch and will be subject to challenge and where necessary, legal action.

Screen-Scraping:

Screen-Scraping, Web-Scraping, Web-Harvesting, Web-Data Extraction or any other similar definition of any of the content of HolidayTravelWatch either by software or manual processes for reproduction in any form will be considered a breach of copyright and will be considered as a breach of the exclusive operational and distribution channel of HolidayTravelWatch. HolidayTravelWatch invests in the investigation and inquiry into holiday complaints and the results of that activity published on the website of HolidayTravelWatch should be considered to be the exclusive copyright of HolidayTravelWatch and no re-production is allowed without the express written permission of HolidayTravelWatch. Further, the unauthorised capture of the copyright data of HolidayTravelWatch will be deemed to interfere with the missed opportunity for HolidayTravelWatch to access & guide holidaymakers and a breach of our trademarks and intellectual property. Such activity, combined with the content of HolidayTravelWatch being reproduced in whatever form and/or coupled with any other breaches of our intellectual property rights will also be considered to be computer fraud and abuse, causing damage and loss, unauthorised access to the website of HolidayTravelWatch, interference with our business relations, trespass, harmful access by computer, misappropriation, unjust enrichment, a breach of the HolidayTravelWatch website Legal Notice & User Agreement; this list of breaches is not intended to be exhaustive. 

All unauthorised use, copying, reproduction or passing off or screen-scraping of any or all of the aforementioned trademarks or content will be constituted as a breach of or an attempt to screen-scrape or pass-off the trademarks and/or copyright of HolidayTravelWatch and will be subject to challenge and where necessary, legal action.

The artwork & content of HolidayTravelWatch™:

All avatars, colouring, colour combinations, artwork, styling and logos displayed on this website, TravelZine, letters, articles or other documentation are the copyright and trademarks of HolidayTravelWatch™ and any breach of or an attempt to pass off our trademarks and/or our copyright will be subject to challenge and where necessary, legal action.

Note that any infringement of the copyright or trademarks of HolidayTravelWatch will result in the enforcement of those rights.

Complaints and Claims Management Rights:

The Legal Information of HolidayTravelWatch

Company Name: Holiday TravelWatch Ltd

Trading Name: HolidayTravelWatch

Company Number: 3928886

Registered Office & Principle Office Address: Holiday TravelWatch Ltd, Eversheds House, 70, Great Bridgewater Street, Manchester, M1 5ES, England.

Geographical Location: Manchester, England

HolidayTravelWatch is a trading name of Holiday TravelWatch Ltd. Holiday TravelWatch Ltd is an Independent Company and is a wholly owned subsidiary of Clear Start Partnerships Ltd. Both companies are member companies of the Fairpoint Plc Group.

If I have a complaint, who is the single point of contact (spoc) at holidaytravelwatch?

Mr Frank Brehany. He is the Consumer Director of HolidayTravelWatch. In the event that Mr Brehany is unable to deal with the complaint, he will appoint a SPOC officer. At the time you contact HolidayTravelWatch, if appropriate, you will be advised of that person’s name.

If you have a complaint either about the services of HolidayTravelWatch, or it’s handling of your complaint under the claims management regulations, you will always be asked for confirmation of any complaint in writing. You can make your complaint through the following channels:

Telephone:

You can contact us through our helpline – 03450179229. If you have a complaint about our general service, you should state that you have a ‘Complaint about HTW’. If you have a complaint about our recommendation process you should state that you have a ‘Recommendation Complaint’. Our staff will ensure that our SPOC officer is made aware of your call, and will advise you of the name of that person.

Email:

Most of our clients now contact HolidayTravelWatch by e mail. If you wish to contact us through this facility, you can do so by using the contact form on this website or by e mailing us at information@holidaytravelwatch.com If you have a complaint about our general service, you should state that you have a ‘Complaint about HTW’. If you have a complaint about our recommendation process you should state that you have a ‘Recommendation Complaint’. All e mails are routed to Mr Brehany or his appointed SPOC replacement.

Post:

If you have a complaint about our general service, you should mark your letter that you have a ‘Complaint about HTW’. If you have a complaint about our recommendation process you should state that you have a ‘Recommendation Complaint’.

Our address for both types of complaint is:

HolidayTravelWatch

25-29 High Street

Kingston-upon-Thames

KT1 1LL

All recommendation complaints will be dealt with by Mr Brehany or his appointed SPOC replacement.

In Person:

We have traditionally made ourselves available to meet with travel consumers to assist them with their travel related problems. We do so where we consider that there is a real need to provide a more personal service. This is usually where a death has been experienced or where the matter involves group or complex issues. Our method of operation and flexibility ensures that we are able to deliver this service when it is required. In all cases where there is a ‘Complaint about HTW’ or ‘Recommendation Complaint’ we will consider any request for a meeting. We will endeavour to accommodate all reasonable requests.

What do you mean by recommendation complaint?

HolidayTravelWatch is principally a campaigning Organisation. It provides information, advice and assistance to all travel consumers who contact us. We are proud to have maintained a strong tradition of providing information which empowers the travel consumer to resolve their own claims. We currently assist over 90% of all who contact the Organisation, with information to resolve their own claims. A proportion of the remaining persons who contact the Organisation are provided with a recommendation to seek legal assistance and a recommendation to have their information transferred to our Partner Lawyer for their consideration. 

The very nature of information provided to us by the travel consumer dictates the nature of assistance provided by HolidayTravelWatch. We repeat the section within our own legal notice which deals with the information provided by the Travel Consumer for consideration by HolidayTravelWatch:

Claims Management Complaints:

Complaints about HolidayTravelWatch, Solicitors & The Claims Management Regulations:

Where the matter involves a complaint about the manner in which we have dealt with any part of the claims management process, insofar as it affects HolidayTravelWatch, then we would ask you to contact us at first instance. We will endeavour to resolve your complaint quickly and to your satisfaction.

If your complaint involves a complaint about a solicitor, then you should also contact us and we will try to help you resolve such complaints.

If you remain unhappy with our response to your complaints, then you should address any further complaints you may have to:

Legal Ombudsman
PO Box 6806
Wolverhampton
WV1 9WJ

Telephone Number:

0300 555 0333

E Mail: enquiries@legalombudsman.org.uk

The Legal Ombudsman has helpful pages on the following:

Claims Management Companies

Legal Service Providers (Including Solicitors)

How will the complaint be handled?

Upon receipt of the complaint, it will be passed directly to the SPOC officer; this will generally be Mr Frank Brehany, the Consumer Director of HolidayTravelWatch. If the complaint is made orally, this will be required to be confirmed in writing. Any written complaint should also be accompanied by any other documentary evidence. The SPOC Officer will consider the basis of the complaint and if required will discuss the matter of the complaint with any other HolidayTravelWatch staff member or Consultant. If appropriate, the SPOC Officer will contact the complainant and discuss the nature of the complaint and how it can be resolved. Any discussion or resolution agreed will be confirmed in writing. Any complainant will be given the opportunity to respond to any points raised by the SPOC Officer and this will subsequently attract further investigation and response as detailed above. In the event that the SPOC Officer is unable to resolve any ‘Recommendation Complaint’, then the SPOC Officer will clearly identify the complainant’s right to further investigation through the office of The Regulator.

In the event that any complainant uses abusive, insulting or threatening behaviour to either the SPOC Officer or any advisor from HolidayTravelWatch, the investigation will terminate immediately. The matter will then be referred, if appropriate to the police and/or other relevant authorities and to the Commercial Solicitors who act for HolidayTravelWatch. If the matter relates to a ‘Recommendation Complaint’, the matter will also be referred to The Regulator for his information and guidance.

The time periods for dealing with complaints are set out below. If you are not satisfied with a delay in our enquiries, and if your complaint relates to a ‘Recommendation Complaint’, then you are invited to contact the Claims Management Regulator.

As HolidayTravelWatch does not provide legal representation to any holidaymaker or independent traveller, nor holds any client monies, we shall endeavour to rectify any problems caused by any recommendation made where it is as a direct result of anything caused by HolidayTravelWatch. If during the course of any complaint it is clear that the recommendation issue rests with any solicitor, the complainant will be advised to contact the solicitor in question and their options under the Solicitors Complaints Service as detailed above.

All documents relating to complaints will be retained by HolidayTravelWatch and archived. A record of all actions taken, resolutions agreed or a failure to agree will be kept and stored electronically. All such records where they relate to a referral issue will be made freely available to The Regulator upon his request.

What are the time frames for making a complaint or receiving a response from holidaytravelwatch?

These are set out in The Claims Handling Rules 2006. We shall also apply the same rules where a complaint does not relate to a ‘Recommendation Complaint’. They are:

  1. A business may decline to consider a complaint that is made more than 6 months after the complainant became aware of the cause of the complaint;
  2. A business must send a written or electronic acknowledgement of a complaint within 5 business days of receipt, giving the name or job title of the individual handling the complaint for the business, together with details of the business’s internal complaints handling procedures;
  3. A business must, by the end of 8 weeks after its receipt of a complaint, send the complainant either;
    1. A final response, or
    2. A response which;
      1. Explains that the business is still not in a position to make a final response, gives reasons for the further delay and indicates when it expects to be able to provide a final response, and
      2. Informs the complainant that he may refer the handling of the complaint to the Claims Management Regulator if he is dissatisfied with the delay

Conduct and Principles of HolidayTravelWatch

HolidayTravelWatch supports the principles contained in the General Rules of the Conduct of Authorised Persons Rules 2006, these are:

  1. A business shall conduct itself with honesty and integrity;
  2. A business shall conduct itself responsibly;
  3. A business shall be directed by people with the necessary competence;
  4. A business shall ensure that any staff or other people working on its behalf have the necessary training and competence to perform their duties;
  5. A business shall observe all laws and regulations relevant to its business.

In addition, the business shall comply with the rules relevant to it and shall:

  1. on applying for authorisation certify that it does so, and
  2. certify annually that it has done so, when requested by the Regulator.

HolidayTravelWatch also supports the General Principles as they relate to clients, these being:

A business shall:

  1. Act fairly and reasonably in dealings with all clients;
  2. Ensure that any service offered is one that meets the needs of the client and satisfies the requirements of these Rules;
  3. Ensure that all information given to the client is clear, transparent, fair and not misleading;
  4. Avoid conflicts of interests;
  5. Where advice is given, advise the client unambiguously of Ombudsman Schemes or other official means of obtaining redress;
  6. Where advice is given, advise the client to pursue cases only if it is in the interests of the client to do so
  7. Preserve the confidentiality of the Claimant unless disclosure is required or permitted by law or by the Claimant.

General Work Issues of HolidayTravelWatch

It is important to note that when we assess a case and provide advices, we always consider alternative means by which you can resolve your claim. This could for example, involve recommendations of:

  1. Letter writing, providing information to set out your claim using current consumer laws;
  2. Recommendation to contact The Association of British Travel Agents (ABTA);
  3. Recommendation to contact The Federation of Tour Operators (FTO);
  4. Recommendation to contact The Association of Independent Tour Operators (AITO);
  5. Recommendation to contact The Air Transport Users Council (AUTC);
  6. Recommendation to contact Trading Standards;
  7. Recommendation to contact The Office of Fair Trading (OFT);
  8. Recommendation to contact The European Consumer Centre(s);
  9. Recommendation to contact Citizens Advice Bureau;
  10. Recommendation to contact The Advertising Standards Agency (ASA);
  11. Recommendation to contact your Bank Card Issuer;
  12. The ABTA Arbitration Scheme
  13. The Small Claims Court
  14. Money Claims Online
  15. This list is not intended to be exhaustive.

We do not provide legal representation to any holidaymaker or independent traveller.

We do not charge the traveller for any services we provide and therefore do not hold any client monies.

We do not engage in any form of high pressure selling.

We do not, nor have ever engaged in any ‘cold calling’ in person.

We do not use any other cold calling method. The only exception would be where a list of holidaymakers is created in contemplation of seeking to secure compensation for their travel related problems when they return to the UK. We offer to assist such groups through a co-ordinator of such a list, by contacting those named on that list to offer our services. Each list is examined carefully for any objections to such a contact, and each named person on that list will only receive one e mail or one letter from HolidayTravelWatch.

HolidayTravelWatch has sought the advices of The Solicitors Regulation Authority and The Information Commissioner on group action lists, and have satisfied and will continue to satisfy any additional requirements for best practice.

HolidayTravelWatch and additional compliance issues

Our website complies with all Codes relating to advertising (The CAP Code).

Our website complies with The Electronic Commerce (EC Directive) Regulations 2002

Data Protection - Privacy

HolidayTravelWatch is Registered under The Data Protection Act 1988 and complies with the requirements of The Information Commissioner. The Data Protection Officer for HolidayTravelWatch is Ms Rosy Edwards, HolidayTravelWatch, Adlington House, Church Street, Adlington, Lancashire, PR7 4EX.

In the course of providing its services, HolidayTravelWatch records personal and travel complaint data. HolidayTravelWatch takes reasonable care to ensure that all personal data to securely stored. Under no circumstances is personal data shared with any third party, however, the following exceptions apply:

  1. Where a holidaymaker or independent traveller provides permission to HolidayTravelWatch for the transmission of their personal details to our Partner Lawyer;
  2. If we are required to provide information of a personal nature to police or other governmental authority, full consideration will be given to their request. We shall take further legal advices and where it is determined that we are required to provide personal data, following your contact with HolidayTravelWatch you accept and agree that we are entitled to do so.
  3. If we are required through any legal action by the said authorities to provide information of a personal nature, following your contact with HolidayTravelWatch, we shall comply with the said court or other order, and you accept and agree that we are entitled to do so.
  4. Where we consider or suspect that there has been a breach of the law, you understand and agree that we shall forward all personal data and any other relevant material that will assist any police or governmental authority.
How do we protect your information?
We implement a variety of security measures to maintain the safety of your personal information when you enter, submit, or access your personal information.
We offer the use of a secure server. All supplied sensitive/credit information is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our Database to be only accessed by those authorised with special access rights to our systems, and are required to keep the information confidential.
After a transaction, your private information will be kept on file for more than 60 days in order to allow you to contribute to the travel debate or to assist in the progression of any legal claim. (Clause created by FreePrivacyPolicy.com)
Do we use cookies?
Yes (Cookies are small files that a site or its service provider transfers to your computers hard drive through your Web browser (if you allow) that enables the sites or service providers systems to recognise your browser and capture and remember certain information
We use cookies to understand and save your preferences for future visits, keep track of advertisements and compile aggregate data about site traffic and site interaction so that we can offer better site experiences and tools in the future. We may contract with third-party service providers to assist us in better understanding our site visitors. These service providers are not permitted to use the information collected on our behalf except to help us conduct and improve our business.
If you prefer, you can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies via your browser settings. Like most websites, if you turn your cookies off, some of our services may not function properly. However, you can still place orders over the telephone. (Clause created by FreePrivacyPolicy.com)
See our dedicated page on ‘Cookies’ and your privacy.
By not blocking our ‘Cookies’ through your browser, you are giving your consent for their use from this site.

How do we protect your information?

We implement a variety of security measures to maintain the safety of your personal information when you enter, submit, or access your personal information.

We offer the use of a secure server. All supplied sensitive information is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our Database to be only accessed by those authorised with special access rights to our systems, and are required to keep the information confidential. (Clause created by FreePrivacyPolicy.com)

Do we use cookies?

Yes (Cookies are small files that a site or its service provider transfers to your computers hard drive through your Web browser (if you allow) that enables the sites or service providers systems to recognise your browser and capture and remember certain information

We use cookies to understand and save your preferences for future visits, keep track of advertisements and compile aggregate data about site traffic and site interaction so that we can offer better site experiences and tools in the future. We may contract with third-party service providers to assist us in better understanding our site visitors. These service providers are not permitted to use the information collected on our behalf except to help us conduct and improve our business.

If you prefer, you can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies via your browser settings. Like most websites, if you turn your cookies off, some of our services may not function properly.  (Clause created by FreePrivacyPolicy.com)

See our dedicated page on ‘Cookies’ and your privacy.

By not blocking our ‘Cookies’ through your browser, you are giving your consent for their use from this site.

Using Your Information With The EU Commission/UK Government

HolidayTravelWatch actively promotes the Consumer story with the EU Commission and the UK Government. We achieve this by using your words to tell that story. We do not use every story. In using such stories, we are very conscious that personal data may be referenced by you in your story. When we use such stories, we sanitise them by removing names or other identifying data, names of travel companies, reference numbers etc. We take the view that this data distracts the reader from the actual experience you are reporting, this is why it is removed. We can assure you that these holiday complaint experiences have had a very positive impact before the EU Commission/UK Government and have rebutted the Travel Industry position of deregulation. We recognise and respect that you may not want, even in anonymised form, publication of your story, if that is the case, you should advise us in writing that you do not want your story used for political purposes

Conditions of use of the Website and Services of HolidayTravelWatch

The use of or viewing of this site or the use of any telephone, postal or e mail or advice services of HolidayTravelWatch indicates your acceptance to this notice.

© 2015

The Legal Notice for HolidayTravelWatch contains information which guides and obligates the User of the Website and the Services of HolidayTravelWatch:

  1. It aids Consumers to understand the nature of our Information and Service;
  2. It provides information to Consumers on what information they can extract from the website of HolidayTravelWatch to help them in making their claims against Holiday or other Travel Companies;
  3. It provides for clear information on the nature of our 'Alerts', 'Holidaymakers Stories' and 'Map Alerts'
  4. It provides open information about the nature of our Recommendation Service;
  5. It places strict obligations on the Intellectual Property of HolidayTravelWatch;
  6. It serves as a clear guide to non-Consumers or Third Parties using the website of HolidayTravelWatch of the consequences of failing to comply with our Intellectual Property Notice;
  7. It gives confidence to Travel Consumers that they are dealing with a bona-fide Organisation which places the concerns of holidaymakers at the heart of their operations.