Complaints Procedure

1. Our commitment

We take complaints seriously. If something on VisitMalta.co.uk has fallen short of what you reasonably expected — an editorial error, a broken page, a problem with Ask Malta AI, an inaccurate listing or a poor customer-service experience — we want to hear about it and put it right.

2. What we can investigate

We can investigate complaints about:

• Editorial content on the Site (accuracy, tone, language, completeness).
• Ask Malta AI responses (hallucination, mis-recommendation, missing British English).
• Site accessibility, performance or broken links.
• Cookie or privacy concerns (see also our Privacy Policy).
• Newsletter or contact-form handling.

3. What we cannot directly investigate

VisitMalta.co.uk is an editorial guide and an affiliate, not a tour operator. Complaints about a holiday booking, flight, hotel stay or transfer must be raised first with the operator who issued your booking confirmation:

• Package holidays — TripX Ltd (operator and ATOL principal).
• Flights — KM Malta Airlines (contracting carrier).
• Hotels — the hotel directly, or the operator if booked as part of a package.

We can signpost the right contact, but the operator is the principal to your contract and the responsible party.

4. How to raise a complaint with us

Please email complaints@visitmalta.co.uk with:

• Your name and contact details.
• The URL of the page or feature you are complaining about.
• A clear description of what happened and when.
• What outcome you are seeking (correction, apology, refund of any direct cost, etc.).
• Any supporting screenshots or evidence.

5. Our response timescales

• Acknowledgement — within 3 working days of receipt.
• Substantive response — within 14 working days for the majority of complaints.
• Complex complaints — we will let you know if more time is needed, up to 28 working days.
• Escalation — if you are dissatisfied with our response, ask to escalate to a senior editor; they will review within a further 14 working days.

6. Alternative Dispute Resolution (ADR)

If you are unhappy with our final response and the complaint relates to a travel booking, the appropriate UK ADR scheme is ABTA (abta.com) where your operator is an ABTA member. ABTA offers a low-cost arbitration scheme for unresolved consumer travel disputes.

For data-protection complaints you may complain to the Information Commissioner’s Office at ico.org.uk at any time.

For consumer-rights matters more broadly, contact the Citizens Advice consumer service on 0808 223 1133.

7. Online Dispute Resolution

Although the EU Online Dispute Resolution platform no longer applies to UK consumers post-Brexit, you can still use the ABTA scheme or the relevant UK ADR provider for cross-border travel disputes.

8. Statutory rights

Nothing in this procedure limits your statutory consumer rights under the Consumer Rights Act 2015, the Package Travel and Linked Travel Arrangements Regulations 2018, or any other UK consumer-protection legislation.

9. Contact

Complaints: complaints@visitmalta.co.uk
Privacy: privacy@visitmalta.co.uk
Visit Travel Group Limited — United Kingdom.