Please ensure that any complaint you might have whilst on holiday, is reported to the Balkan Holidays representatives in the holiday centres and to the supplier of the service in question, immediately so that it can be dealt with on the spot.

If the matter cannot be dealt with in the resort, details of the problem should be recorded on a Guest's Comment Form which is available on request. This form must be forwarded to our Customer Services Department by the lead passenger on the booking, to reach us within 28 days of the completion of the holiday.

We cannot accept liability in respect of any claims or complaints which are not notified to ourselves and any supplier involved entirely in accordance with this clause. We have no control over the behaviour of persons staying or visiting your holiday accommodation (including persons who have themselves booked through Balkan Holidays) and we are not responsible for any withdrawal or impairment of facilities or other loss or damage caused by them.

There may be times when your Balkan Holidays representative is unable to resolve your complaint immediately. Whilst we appreciate this may be frustrating, we do expect you to act in a reasonable manner towards our staff and we will take action against anyone who displays intimidating or threatening behaviour.

On your return, please address all your correspondence to our Customer Services Department:

POST

Balkan Holidays Ltd
Sofia House
19 Conduit Street
W1S 2BH
London, UK

EMAIL

custservices@balkanholidays.co.uk

Disputes about your holiday that we cannot settle can be referred to arbitration under a special scheme administered by the Chartered Institute of Arbitrators. For full details please refer to our terms and conditions.