Please also refer to our Booking Terms and Conditions Section 13 "Complaints" which states:
We make every effort to ensure that your holiday arrangements run smoothly but if you do have a problem during your holiday, please inform the Captain of your vessel, hotel manager or other relevant supplier immediately and they will endeavour to put things right. If your complaint is not resolved locally, please contact English Holiday Cruises on 01452-410411.
If the problem cannot be resolved and you wish to complain further, you must send formal written notice of your complaint to us at our office within 28 days of the end of your stay, giving your booking reference and all other relevant information. Please keep your letter concise and to the point. This will assist us to quickly identify your concerns and speed up our response to you. Failure to follow the procedure set out in this clause may affect our and our supplier’s ability to investigate your complaint and will affect your rights under this contract.
You can access the European Commission Online Dispute Resolution (ODR) platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of registering your complaint with us; it will not determine how your complaint should be resolved.
Please note that we offer an Alternative Dispute Resolution service through our ABTA membership. As a Member of ABTA, (number Y6581), we are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct and we can offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found at www.abta.com