Complaints
A simple, fair route to tell us when something has gone wrong — and what happens next.
How to complain
Email [email protected] with your name, booking reference if available, what happened, when it happened and the outcome you are seeking.
Acknowledgement
We confirm we have received your complaint and tell you when to expect a response.
Review
We review relevant communications, booking records and, where necessary, information from the third-party provider involved.
Response
You receive a clear written outcome: what we found, any action being taken, and any remedy offered where appropriate.
Escalation
If you remain dissatisfied, you can ask for a second review by a senior member of the ArriveUK team.
Record & improve
We record complaints securely and use them to improve our suppliers, procedures and communication.
Questions about this page? Email [email protected] · Last updated: October 2026
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