Keep a clear record
Keep your booking confirmation, quote, inventory where relevant, photographs and messages connected with the issue. Write down what happened, when it happened and the practical outcome you are looking for. Avoid relying only on a verbal account where a written record can be kept.
Contact the company
Use the company’s published contact route and include your booking reference, contact details and concise description of the concern. Ask how the concern will be handled and keep a copy of the response. This page does not state an AFS complaint response time or escalation procedure because those terms have not been approved for publication.
Independent support
If you cannot resolve a consumer concern directly, UK Government guidance points consumers to the appropriate advice service in England and Wales, Scotland or Northern Ireland. Independent advice can help you understand the options that apply to your particular contract.
Official resources
External guidance is provided for general information. Check it against your circumstances and the current version of the source.