How do I make a complaint?

Stephanie Boukhari
2026-03-31T15:19:45Z

We're committed to delivering the highest standard of service, but if things go wrong we will listen and focus on finding a solution as quickly as possible. While regrettable, complaints are a way for us to learn and improve our products and services continuously. All complaints will be addressed with integrity and in an equitable, objective and unbiased manner.

Anyone making a complaint will be:

treated fairly

provided with multiple and accessible ways to make complaints

listened to, treated with respect by staff and actively involved in the complaint process where possible and appropriate, and

provided with reasons for our decision/s and any options for redress or review.

We will always ensure that the complainant’s expectations are managed properly and that they are informed as soon as possible of the following:

the complaints policy

the expected time frames for our actions

the progress of the complaint and reasons for any delay

the possible or likely outcome of their complaint.

If you need to make a complaint, please contact us by email to complaints@centtrip.com or call us using the number at the bottom of this page. Our full complaints policy is available on request.