Complaints Policy
Last Updated: June 15, 2026
We are committed to resolving any complaints fairly and promptly. Last updated: June 15, 2026
1. Our Commitment
At Global Lions LTD, we strive to provide excellent holiday planning services. If you're not satisfied with any aspect of our service, we want to hear about it. This policy outlines how we handle complaints and our commitment to resolving them fairly.
2. What You Can Complain About
- Quality of our planning advice and recommendations
- Accuracy of information provided during consultations
- Communication from our team (response times, clarity, professionalism)
- Itinerary quality, accuracy, or relevance
- Staff conduct or professionalism
- Delays in response or service delivery
- Billing or payment issues for our planning service
Note: For complaints about airlines, hotels, or tour operators (flight delays, cancellations, accommodation issues), please contact them directly as you booked directly with them and we do not handle bookings.
3. How to Submit a Complaint
By Post
Office 749, 85 Dunstall Hill
Wolverhampton, WV6 0SR
Mark "Complaints" on envelope
4. Our Complaints Process
Acknowledgment
We acknowledge your complaint within 24 hours during business days.
Investigation
We thoroughly investigate your complaint, reviewing all relevant information and speaking with team members involved.
Resolution Proposal
We propose a resolution within 5 business days. Complex cases may take longer, but we'll keep you updated.
Implementation
Once agreed, we implement the resolution and confirm completion with you.
5. Escalation Process
If you're not satisfied with the initial response, you can escalate your complaint:
Consultant Manager
If your complaint isn't resolved by our frontline team, it will be escalated to a Consultant Manager for review.
Response within 3 business days
Operations Manager
For unresolved issues, the Operations Manager will conduct a comprehensive review of your case.
Response within 5 business days
Senior Management
Final internal escalation to Senior Management for complex cases requiring executive review.
Response within 7 business days
6. What to Include in Your Complaint
- Your full name and contact details
- Consultation reference (if available)
- Clear description of the issue
- Dates of relevant interactions
- Any supporting documentation (emails, itineraries, screenshots)
- Desired resolution (if applicable)
7. Complaints About Suppliers
Important Information
If your complaint is about an airline, hotel, or tour operator, you must contact them directly. We cannot intervene on your behalf as you booked directly with them. However, we can provide any planning documentation to support your complaint to the supplier.
8. Contact Information
Complaints Department
Global Lions LTD
Office 749, 85 Dunstall Hill, Wolverhampton, WV6 0SR, United Kingdom
We aim to resolve all complaints fairly, transparently, and promptly.
Global Lions is an independent holiday-planning consultancy. We do not book flights or hotels on your behalf and do not provide ATOL/ABTA protection.
Have questions? Contact us