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Booking issues

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If you've got a problem with a booking

When you put money down for a holiday, venue booking or an event, you might have to do it months in advance. You might later need to change the date or cancel all together. Or you might have a bad experience, and feel like you deserve a refund or some compensation – such as after poor service from a wedding or party venue, or a concert that didn’t go ahead. But some companies don’t make their processes easy to follow, and you might come up against a brick wall.

Terms and conditions versus consumer law

Whatever a company’s terms and conditions might say, your rights as a consumer are protected under UK law. This makes it clear when a business should allow you to cancel or change a booking, and when they may and may not keep your deposit. Often, a reasonable conversation with customer services is enough to get you the resolution you’re after. But if it isn’t, you need to know who to talk to and what to say.

Who we can help

Your best course of action will depend on what you booked and what happened. When you speak to us, one of our experts will take the time to understand exactly the situation you’re in and what kind of outcome you want. We’ll help you understand what rights you have, what options are open to you, and the steps you need to take.

  • listen to what’s happened and what you’d like done about it
  • explain your rights
  • talk you through what might come next
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If you need assurance that we can help with your issue before joining online read our common questions, or ask our advisers via live chat.
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Meet your experts
Matthew Tribble Sq Matthew Tribble Matthew has been qualified since 2013 and in that time has advised on a range of issues from consumer matters to issues with insurance. See profile
Nadina Hoeller Nadina Hoeller Nadina specialises in civil litigation, having previously represented claimants in personal injury claims. See profile
Dominique Butler 360X360 (1) (1) Dominique Butler Dominique is an expert in providing advice on consumer law matters.
Ian Hawkins Sq Ian Hawkins Ian focuses on providing practical consumer law advice that our members can apply in the most effective way possible. See profile
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