What to do if you have a problem

The holiday industry is extremely fast moving and as such availability changes continually. Teletext makes every effort to keep information correct and up to date. We take great care in constantly monitoring the service to make sure that all information on screen is accurate and that Advertisers comply with our code. Should viewers find that this is not the case, they are requested to let us know the details of the advert so that we may investigate. We take complaints of this nature very seriously and take immediate action to ensure our site and advertisers’ offers are as accurate as possible.

How to complain to Teletext

If you experience difficulties after responding to an advertisement on Teletext, please write to us explaining the circumstances, including these important details:

• The platform you viewed the offer on, eg web, TV analogue etc.
• The page number or section (if relevant).
• The date and time you viewed the offer and tried to book or booked.
• Any specific details of the advertised offer e.g. destination, price, departure airport and date, duration, share basis, board basis, accommodation details and any other advertised details.

In order to comply with the Data Protection Act1988 we would also ask viewers to give permission to disclose their letter or email of complaint to outside bodies (e.g. advertiser involved, bonding organisation etc). This will assist in investigating the complaint.

In all instances where Teletext has grounds to regard a company's advertising as misleading, we will try to resolve your query. In other cases we would be pleased to offer any advice that may be helpful.

Write to:
Teletext Limited
Compliance Department
Building 10 Chiswick Park
566 Chiswick High Road
Chiswick
London
W4 5TS

Or e-mail: compliance@teletext.co.uk

Holiday Complaint

Never wait to complain about a holiday, flight or airline. It is advisable to lodge protests immediately so they can be addressed there and then if possible.

If you have a complaint while you are on holiday:

• Complain to the holiday representative as soon as possible. They should be able to solve most problems and may even be able to compensate you there and then.
• If your complaint is more serious, get some evidence. For example take photos or a video of building work or the state of your hotel.
• Make a written record of your complaint to remind you when you get home.
• Take names, addresses and phone numbers of other holidaymakers who have suffered the same problem.
• Take a note of your rep's name or anyone else you have spoken to, such as the hotel manager.
• Keep receipts for out-of-pocket expenses e.g. phone calls to the UK, doctor's bills, taxi fares, etc.
• Try not to let it spoil your holiday; problems can get out of proportion.

When booking a holiday or flight, keep these rules in mind:

• Know which trade association a firm belongs to in case a complaint needs to be taken further.
• Know your rights as a consumer so you're not in the dark when something goes wrong.

If you've complained first to a travel firm and then a regulatory agency about a holiday, flight or airline but are not pleased with the outcome, you may be able to take court action against the firm. Small claims courts deal with compensation claims of up to £5,000. Always seek advice before taking this path. Viewers can seek advice from the Citizens Advice Bureau (CAB) and Trading Standards.

Regulation

Teletext is a public broadcaster regulated by Ofcom (Office of Communications).

Other independent governing bodies also regulate holiday advertising on the Teletext service depending on the platform. These include the Advertising Standards Authority (ASA), the Department of Trade and Industry (DTI), the Office of Fair Trading (OFT), the Independent Committee for the Supervision of Standards of Telephone Information Services (ICSTIS), and Trading Standards.

See Organisations Explained for contact details.