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 and in English only. Both parties will see all the evidence submitted by the other. The Award is confidential between the parties and the award will include details of how the outcome was reached.

Please note that a consumer can withdraw a case at any time prior to the issuing of the award. Please note that whilst Arbitration is legally binding, the solution may be different from an outcome determined by a court.

In relation to Sykes Cottages Ltd, the scheme can be used by:

(1) property owners with claims against Sykes for breach of the agreement that they have with Sykes that concerns, amongst other matters, the marketing and letting of their property and/or properties; and

(2) holidaymakers with claims against Sykes for breach of the booking contract that they have with Sykes that concerns, amongst other matters, booking services provided by Sykes to holidaymakers (e.g. the provision of a website and telephone line by Sykes, in its capacity as booking agent, that enables bookings to be made).

Please note that the scheme cannot be used by holidaymakers who have claims against property owners for breach of the rental contract between holidaymaker and property owner. Sykes is not a party to this contract, it is a booking agent only, and does not own the properties being booked by holidaymakers.

For further details please see for example https://www.sykescottages.co.uk/terms/booking - the booking contract is referred to as Contract 2 and the rental contract is referred to as Contract 1. Please also see clause 19 in relation to how Sykes helps to progress complaints.

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 Complaint Form 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. 

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