Our staff are working remotely from home so please do not post anything to the office, until further notice. If possible, customers are advised to email [email protected] if they require advice or support. Alternatively, our call handlers are available to assist from 9am to 5pm Monday to Friday.  Please note that for some schemes that there may be delays in the processing and resolution of cases. We apologise for any inconvenience this may have caused.

What is the Package Holiday Scheme?

CEDR provides arbitration for customers of Travel Agents who subscribe to our service if they are unable to resolve their complaints directly with the Company.

This Scheme uses Arbitration. Arbitration is a formal, legally binding process where the dispute is resolved by the decision of a nominated third party called an arbitrator. Once the arbitrator issues their award it is legally binding under the Arbitration Act of 1996 and can only be appealed in the courts on very limited grounds.

  • The process is conducted entirely in writing.
  • Both parties will see all the evidence submitted by the other.
  • The arbitrators award is confidential between the parties.

 

If you want to complain about CEDR please read our Complaints Procedure document. Once you have read the Complaints Procedure and you want to submit your complaint, please use our Complaints Form, which you can download below. 

Complaints Procedure

Complaint Form

Independent Reviewer's Terms of Reference

Companies covered

Click below to see a full list of companies covered.

The steps you must take before submitting a complaint

Step 1.

Raise your concerns with with the travel agent.

Step 2.

If you remain dissatisfied following receipt of the final position given to you by the travel agent you may apply for arbitration.

Step 3.

Submit your application to CEDR. 

Ready to submit a complaint?

Complain now

Need additional assistance?

Please call us and we will provide the support that you need

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