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Complaints Procedure

If something has gone wrong, we want to hear about it. This page explains how to complain, how we deal with complaints and what you can do if you are still unhappy.

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1. Our approach

We try hard to get things right, but mistakes happen. If you are unhappy with any part of our service, please tell us. We will look into it fairly, keep you informed and explain what we will do about it.

Making a complaint will not affect how we treat you or any application we are still working on. If your trip is soon and the problem is urgent, say so and we will deal with it first.

2. How to complain

You can complain in whichever way suits you:

  • Email: info@etavisa.pro, with “Complaint” in the subject line. This is usually the quickest way.
  • Online: our contact page, choosing “A complaint” as the topic.
  • Post: Complaints, Travel & Adventures Limited, 100a Stricklandgate, Kendal, Cumbria, LA9 4PU, England

If you need us to make adjustments to help you complain, for example because of a disability, please let us know.

3. What to include

It helps us to resolve things quickly if you tell us:

  • your name and the best way to contact you;
  • your reference number, which starts with EVP, and the names of the travellers concerned;
  • what went wrong, and when;
  • what you would like us to do to put it right;
  • copies of any emails, messages or documents that will help us understand the problem.

Please do not send passport images or answers to the suitability questions by ordinary email. If we need them to look into your complaint, we will send you a secure link.

4. What happens next

  1. We acknowledge your complaint within 2 working days, and tell you who is dealing with it.
  2. We investigate. We look at our records of your application and our messages with you, and we may ask you for more information.
  3. We aim to send you a full response within 10 working days of receiving your complaint. It will explain what we found and what we will do about it, such as a refund or another remedy where that is appropriate.

If we need longer, for example because we are waiting for information from you or from a third party, we will tell you why and give you a date for our response.

Working days are Monday to Friday, except bank holidays in England.

5. Asking a director to review your complaint

If you are not happy with our response, reply to it and ask for your complaint to be reviewed by a director of Travel & Adventures Limited. Please tell us which parts of our response you disagree with and why.

The director will look at your complaint again, including everything you and our team have said, and send you our final response within 10 working days of your request.

6. Our final response

Our final response will set out our decision on your complaint and anything we will do to put matters right. It will also tell you if there is an alternative dispute resolution (ADR) provider able to consider your complaint, and whether we agree to use it. We are not currently a member of any ADR scheme.

7. If you are still not satisfied

If we have not been able to resolve your complaint, you have other options.

Free consumer advice

The Citizens Advice consumer helpline gives free, confidential advice about your rights. Call 0808 223 1133. If you live in Scotland, contact Advice Direct Scotland. If you live in Northern Ireland, contact Consumerline.

The small claims court

You can make a claim against us in court. In England and Wales, most claims worth up to £10,000 are dealt with as small claims, and you can start one online through Money Claim Online on GOV.UK. A court fee is payable. Scotland and Northern Ireland have their own procedures for smaller claims.

Your card provider

If you paid by debit or credit card and we have not provided the service you paid for, your card provider may be able to reverse the payment through a chargeback. If you paid by credit card and the price of what you bought was more than £100 (and not more than £30,000), you may also be able to claim from your card provider under section 75 of the Consumer Credit Act 1974. Contact your card provider for details.

Complaints about your personal information

If your complaint is about how we have handled your personal information and you are not satisfied with our response, you can complain to the Information Commissioner’s Office (ICO) on its website or by calling 0303 123 1113. Our Privacy Notice has more about your rights.

8. Complaints about the Home Office

We cannot deal with complaints about Home Office decisions or about how the Home Office handled an application, because we have no control over them. The Home Office has its own complaints procedure, published on GOV.UK. We are happy to point you to the right place.

There is no appeal against an ETA refusal. A traveller who is refused can apply for a visa instead, or apply for an ETA again if their circumstances have changed. Our Refunds and Cancellations policy explains when we refund our fee after a refusal.

9. Contact details

  • Email: info@etavisa.pro
  • Post: Complaints, Travel & Adventures Limited, 100a Stricklandgate, Kendal, Cumbria, LA9 4PU, England
  • Online: our contact page

Questions about this page? Email info@etavisa.pro or write to Travel & Adventures Limited, 100a Stricklandgate, Kendal, Cumbria, LA9 4PU, England.