your commitment to us - if you have a complaint
Please also see clause 8 “Our Complaints Procedure”. This sets out how any unresolved claim or disputed matter (or other matter between us) may be dealt with if you or we wish to pursue it. Please in particular see the Special Note to clause 8.
We do our best
We do our best to give you an enjoyable, trouble-free holiday, but occasionally even the best laid plans can go wrong. If you have a problem or complaint you must tell the Supplier, or local Agent or representative as soon as possible so that it can be sorted out on the spot. If your complaint cannot be resolved there and then, you must complete a Report Form on tour or in the resort. You'll be given a copy of this to keep. You must also tell the supplier you are complaining about. If you remain dissatisfied you must then write to us at Customer Services Department, Cosmos Holidays Ltd, Wren Court, 1 London Road, Bromley, Kent BR 1 1DE with full details, giving your holiday reference number and daytime and evening telephone numbers.
We will do our best to help you but our ability to do so will be hindered if you do not first report the complaint in resort. It is difficult and sometimes impossible to carry out a proper investigation of a complaint if we are not told about it reasonably quickly. Consequently, any compensation you may claim could be reduced or lost if you delay. If the problem or complaint concerns the negligence of any of our suppliers, sub-contractors or agents (as opposed to any negligence on our part or the part of any of our employees acting within the course of their employment), it is particularly important to follow this procedure.
We strongly recommend that:-
(1) any written complaint or claim that does not involve death, personal injury or illness be made to us within 28 days of your return to the UK; and
(2) any written complaint or claim that does involve death, personal injury or illness he made to us within 3 months of your return to the UK.