First Choice Holidays Complaints Procedure
How you should make your complaint depends on whether you are complaining about a ruined holiday, misrepresented holiday or about an accident or illness during a holiday.
Complaining about a First Choice holiday
You should follow our guide to complaining effectively. If your complaint concerns a concerns an accident or illness then call our dedicated Holiday Claims team at Simpson Millar Solicitors on 08081293329, or email your claim details.
The Package Travel Regulations 1992
First Choice is under a legal duty to provide your holiday services and facilities to a reasonable standard. The Package Travel Regulations make it the law the First Choice are responsible for every part of your holiday including your flights, airport transfers and hotel accommodation.
What is reasonable can differ greatly from what was expected. For example standards of safety abroad may not always be as high as we are used to here in the UK. However, if you were not supplied with services or facilities that were promised in the holiday brochure then you have a right to be compensated.
Advice if you have been ill or injured
Important: If your holiday was ruined by an accident or an illness then we strongly advise you to seek legal advice before complaining to First Choice.
People often do not know that they are entitled to substantial compensation when they have suffered food poisoning or an injury at a hotel caused by someone else’s fault. Tour operators frequently try to “buy off” complaints that involve illness or a personal injury for a fraction of their true value.
At Simpson Millar Solicitors LLP we offer free advice to anyone who has been ill or injured whilst on a First Choice holiday abroad. We can advise you about your claim and how much compensation you could be due.
First Choice complaints contact details
For disputes concerning a problem with a holiday you contact the complaints department at First Choice holidays by writing to:
First Choice Complaints Department
After Travel Customer Support
First Choice Holidays
Luton LU2 9TN
Alternatively you can call 0870 850 3999 to discuss your complaint
Taking your Complaint Further
If you remain unhappy with the outcome of your dispute then you can make a claim through the Association of British Travel Agents (ABTA) arbitration scheme or through your local county court.
The law permits you a maximum of 6 years to start court proceedings for a complaint that does not involve a personal injury. This is known as the limitation period.
If you do not commence court proceedings within this time then you will probably be time barred and unable to pursue a compensation claim. If your complaint involves an accident or illness that caused you an injury then the time limit for starting court proceedings is only 3 years, or 3 years from the date a child attains the age of 18.
No Win No Fee First Choice Claims
At Simpson Millar Solicitors we can offer you a no win no fee service if you have been ill or injured abroad and it was not your fault.