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ombudsman news

issue 142

October 2017

Q&As

how can the ombudsman help when travel companies go bust?

If you paid on a credit card, you might be able to get some money back using the chargeback process or Section 75 of the Consumer Credit Act. If you’ve tried this, but aren’t happy with the response you get from your bank or credit card provider, you can contact us.

The picture isn’t always straightforward, though. We’ll need to look carefully into the individual situation at hand – for example, to see whether a travel agent was involved, and whether the holiday was a package – to decide whether and how we can help.

Other options include claiming via ATOL or ABTA – travel protection schemes – and checking what’s covered under your travel insurance. In our experience, standard travel policies often don’t cover these types of claims. But if you feel your claim has been turned down unfairly, we can give an independent answer.

I heard you’re opening a new office in Coventry. Why’s that?

Every day we talk to people with complaints, and people working at businesses, who are based all over the UK. So when we’re making decisions about the future of our service, it makes sense to consider options to bring us closer to more of the people we’re here to help.

It’s also part of our strategy to make sure we’re running our service as cost-effectively as possible. When we consulted on our plans for this financial year, we explained how, given the uncertainties around the future demands for our service, we were committed to maximising the effectiveness of the way we manage our resources. We’ve recently taken office space in Coventry, housing around 300 people, as we constantly re-evaluate our property needs.

But for businesses and consumers alike, our address and phone numbers remain unchanged – so it’s business as usual.

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ombudsman news gives general information on the position at the date of publication. It is not a definitive statement of the law, our approach or our procedure.

The illustrative case studies are based broadly on real-life cases, but are not precedents. Individual cases are decided on their own facts.