Complaints and cancellation form

Preview review draft. Version complaints-review-draft-v1. Updated 23 October 2026. Business details and legal review remain outstanding; this page is not a guarantee of compliance.

Raise a problem

Use the booking dispute action or the support contact once verified in Business details. Give the booking reference, relevant dates, a concise description and requested remedy. Never send full card data or identity documents in ordinary complaint messages. Keep a copy. The agency should acknowledge the complaint, investigate fairly and explain the outcome and escalation route. Response targets and any applicable alternative-dispute-resolution membership remain to be confirmed.

Model service cancellation statement

To: [confirmed contracting business name, address and email]. I hereby give notice that I cancel my contract for the supply of the following service: [service/booking]. Ordered on: [date]. Consumer name: [name]. Consumer address: [address]. Signature (only if sent on paper): [signature]. Date: [date].

You do not have to use this form; any clear cancellation statement can be used where the right applies. The live business contact must be supplied before orders open.

Official references

GOV.UK distance selling · CMA cancellation guidance · ICO cookies guidance