Legal and trust
Complaints
How a complaint about a trip, booking or the service around it is intended to be raised and resolved.
This page states scope and intent only. It is not yet reviewed or approved legal documentation and creates no binding terms. Final wording is confirmed under the regulatory and policy workstream before public launch.
How to raise a complaint
A complaint can be raised through the support channel linked from every trip, or directly with the consultant named on the booking. It is intended to be logged as a case with a visible status, in the same way a change or cancellation request is.
Ownership
Every complaint is intended to have a named owner within Minkoti's compliance and risk function, distinct from the consultant who handled the original booking.
What this does not cover
This page describes the intended process, not a guarantee of a particular outcome. Matters involving a regulated third party, such as an airline or hotel operator, may also be subject to that party's own complaints process.
Questions about this policy can be directed to the Minkoti support team.