The paperwork, in the open.

COMPLAINTS PROCEDURE · VERSION 1.1 · 5 AUGUST 2026

Complaints Procedure

Foxted Limited (trading as “FlightRepay”) — company no. 17381926

Our commitment

We want every customer to be satisfied with how we handle their claim. If something has gone wrong, we want to know, and we aim to put it right quickly. Making a complaint is free and will never affect how we pursue your claim.

How to complain

Contact us by email at complaints@flightrepay.com or by post at 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ, quoting your claim reference. Please tell us: what happened, when it happened, how it has affected you, and what you would like us to do to put it right. If you would prefer someone to complain on your behalf, tell us who they are and confirm that you authorise us to deal with them.

What happens next

1.Acknowledgement — we will acknowledge your complaint in writing within 3 working days of receiving it, and tell you who is handling it.

2.Investigation — we will review your claim file and any correspondence, and may contact you for more information. Most complaints are resolved within 10 working days.

3.Our response — we will send you a written response setting out our findings, our decision, our reasons, and any action we propose to take (which may include an apology, correcting an error, adjusting our fee, or paying an amount to put things right). If we need longer than 20 working days, we will explain why and tell you when to expect our response.

4.If you are not satisfied — tell us and we will escalate your complaint to a director, who will review it afresh and respond within a further 10 working days.

If we still cannot resolve it

If you remain dissatisfied after our final response, you may take the matter further:

• FlightRepay is not a member of a consumer alternative dispute resolution scheme in respect of complaints about our own services, and is not covered by the Financial Ombudsman Service, because flight compensation claims management is not a regulated financial activity — see clauses 2.3 and 2.4 of our Terms and Conditions.
• You may also contact Citizens Advice or your local Trading Standards service for free, independent guidance.

Complaints about your flight, rather than about us

If your complaint is about the airline or your flight itself rather than about our service, please contact us anyway — in most cases we can raise it as part of your claim. Where a claim has been closed or reassigned to you, you may also use the airline’s own complaints process, any aviation ADR scheme approved by the Civil Aviation Authority of which the airline is a member (such as CEDR or AviationADR), or the CAA’s Passenger Advice and Complaints Team (PACT) where no scheme applies.

Records

We keep a record of complaints, our responses and the outcome, and review them periodically to identify and fix recurring problems. Complaint records are held in accordance with our Privacy Policy.