What Happens To Complaints Sample Clauses

What Happens To Complaints. We can normally agree on amicable settlement of the few complaints we receive. However disputes arising out of or in connection with, this contract which cannot be amicably settled may be referred to arbitration, if you so wish, under a special scheme arranged by the Association of British Travel Agents, and administered independently by the Chartered Institute of Arbitrators. The Scheme provides for a simple and inexpensive method of arbitration on documents alone with restrictive liability on the customer in respect of costs. Full details will be provided on request or can be obtained from the ABTA website (xxx.xxxx.xxx). This Scheme does not apply to claims for an amount greater than £5,000 per person. There is also a limit of £25,000 per booking form. Neither does it apply to claims, which are solely in respect of physical injury or illness or their consequences. The Scheme can however deal with compensation claims, which include an element of minor injury, or illness subject to a limit of £1,000 on the amount the Arbitrator can award per person in respect of this element. The application for Arbitration and Statement of Claim must be received by the Chartered Institute of Arbitrators within nine months of the date of return from the holiday. Outside this time limit Arbitration under the Scheme may still be available if the company agrees, but the ABTA Code does not require such agreement.

What Happens To Complaints. All complaints that are received are thoroughly investigated and customers will be kept informed at each stage of the investigation. Sometimes however, the investigation can take time some time, whilst waiting for a response from hoteliers or other relevant parties. We can normally reach an amicable settlement of the few complaints we receive, if the complaints are found to be genuine.