1. How to complain
Email hello@fareconnect.co.uk. Suggested subject: ‘Customer Complaint — EQ-XXXX’. You may also contact us by phone or WhatsApp, but email is usually best for a clear record.
2. What to provide
Include your EQ or booking reference, contact details, a clear description, relevant dates, the outcome sought and only the supporting documents reasonably necessary. Do not send full card or passport details by unsecured email.
3. Acknowledgement and investigation
We will acknowledge the complaint and investigate fairly. We aim to respond as soon as reasonably possible. Where a matter depends on information from a third-party supplier, the response may take longer.
4. Supplier-related complaints
We may need to share relevant information with the supplier and may assist with communications. This does not remove responsibilities that FareConnect has for its own intermediary service.
5. Data-protection complaints
Use the subject ‘Data Protection Complaint’. We will acknowledge such a complaint within 30 days, investigate and respond without undue delay. The Privacy Policy explains the ICO complaint route.
6. Escalation
If you remain dissatisfied, ask us to review the outcome and explain why. External rights may depend on the supplier, payment method and applicable law. FareConnect does not claim membership of an external arbitration or ombudsman scheme.
7. Contact details
Fare Connect Ltd, Company No. 17312015, registered in England and Wales. Registered Office: Prime Apartments, 483 Green Lanes, London, N13 4FG, United Kingdom.
Email hello@fareconnect.co.uk · Phone +44 (0)20 8148 5935 · WhatsApp +44 7562873367. Meetings are by prior arrangement only.