If you have a problem during your visit, you must us inform as soon as is reasonably possible and we will endeavour to put things right. If your complaint cannot be completely resolved, you must complete a report form. Please follow this up within 28 days of your return home by writing to us giving all other relevant information. Send the letter by recorded delivery and keep a copy. We must acknowledge receipt within 14 days and then provide you with a detailed reply within 28 days.
It is a condition of booking that you communicate any problem to the supplier of the services in question AND to us whilst in Spain and obtain a written report form. If you fail to follow this procedure your entitlement to compensation, if any, will be prejudiced because you will not have taken reasonable steps to mitigate your loss and we will not have been given a full opportunity to investigate and rectify the problem.