Complaints
If something hasn't gone right, tell us.
We take complaints seriously. Whoever carried out your journey, you booked with us — so your complaint is our responsibility to deal with.
How we handle complaints
Four steps
- 01
Listen
We give you the opportunity to explain what happened.
- 02
Investigate
We review the booking and, where appropriate, speak with the relevant transport partner.
- 03
Respond
We give you a clear response once the facts have been reviewed.
- 04
Resolve
Where Sterling Transfers is responsible for a problem, we take reasonable steps to resolve it.
Your complaint is our responsibility to deal with.
Making a complaint
Contact us as soon as you can, ideally with your name, booking reference, the date of travel and a short description of what happened.
Each complaint is considered on its own facts. We can't promise a particular outcome before we've looked into it, but we will look into it properly and tell you what we've found.
This process doesn't affect your statutory rights under UK consumer law. See also our Cancellation Policy and Terms & Conditions.
Contact SterlingPlanning another journey?
Send us your journey details and we'll come back to you with a quote. No obligation. No pressure.