Complaints Policy
Last updated: 8 May 2025
At Kabba Travels (a trading name of Outlook Travel Ltd, Company No. 16776445), we are committed to providing an excellent service. However, we understand that things can occasionally go wrong. This policy explains how to raise a complaint and what you can expect from us.
1. How to Make a Complaint
If you have a complaint, we encourage you to contact us as soon as possible so we can resolve it quickly.
During Your Trip
If a problem arises during your trip, please contact your local representative or our office immediately. Many issues can be resolved on the spot. You can reach us at:
- Email: info@kabbatravels.co.uk
After Your Trip
If your complaint was not resolved during your trip, please submit it in writing within 28 days of your return to:
Outlook Travel Ltd (trading as Kabba Travels)
40 Arundel Gardens, Ilford, England, IG3 9SX
Email: info@kabbatravels.co.uk
2. What to Include in Your Complaint
To help us investigate your complaint efficiently, please include:
- Your full name and booking reference
- The dates of travel
- A clear description of the issue
- Any supporting evidence (photos, receipts, correspondence)
- The resolution you are seeking
3. Our Response Times
- We will acknowledge your complaint within 3 working days
- We aim to provide a full response within 28 days
- For complex complaints, we will keep you updated on our progress
4. Escalation
If you are not satisfied with our final response, you may escalate your complaint to:
The Civil Aviation Authority (CAA)
For ATOL-related complaints (our ATOL is held by Brightsun Travel, No. 3853):
Website: www.caa.co.uk
Alternative Dispute Resolution (ADR)
If your complaint relates to a package holiday, you may refer the matter to an approved ADR scheme. We will provide details of the relevant ADR scheme in our final response letter.
Citizens Advice
For general consumer advice: www.citizensadvice.org.uk or call 0808 223 1133.
Trading Standards
You can also contact Trading Standards via Citizens Advice.
5. The ICO (Data Complaints)
If your complaint relates to how we have handled your personal data, you have the right to complain to the Information Commissioner’s Office (ICO):
Website: ico.org.uk
Helpline: 0303 123 1113
6. Our Commitment
We treat all complaints seriously and use feedback to continually improve our services. We will always handle your complaint fairly, confidentially, and in accordance with UK consumer law.