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
- Access our experts in consumer law, travel, motoring, landlords & tenancy, wills & probate and more
- Get clear guidance on your next steps from experts you can trust
- Unlimited calls – speak with us as often as you need
- Cover for your whole household
- Regular news and advice emails
- Access our experts in consumer law, travel, motoring, landlords & tenancy, wills & probate and more
- Get clear guidance on your next steps from experts you can trust
- Unlimited calls – speak with us as often as you need
- Cover for your whole household
- Regular news and advice emails
Read our common questions
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.
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Nadina Hoeller
Nadina specialises in civil litigation, having previously represented claimants in personal injury claims.
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Dominique Butler
Dominique is an expert in providing advice on consumer law matters.
Ian Hawkins
Ian focuses on providing practical consumer law advice that our members can apply in the most effective way possible.
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