Complaints Procedure

We want to put things right quickly. This page explains how to complain about your 2TierTravel membership, how long we take to respond, and what you can do if you are still unhappy.

1. How to Complain

Email support@2tiertravel.com with the subject line "Complaint". Please include your name, the email address on your membership, your membership number if you have it, what went wrong and what you would like us to do.

You can also write to us at 2TierTravel, Lime Wall Road, Gibraltar.

2. Our Response Times

• We acknowledge every complaint within 3 working days.
• We aim to give a full written answer within 14 days. If an investigation takes longer, we will tell you why and give you a date for our final response, which will be no later than 8 weeks from the day you complained.
• Billing complaints, including trial charges and cancellations, are handled first, as these are time-sensitive.

3. What We Can and Cannot Resolve

We are a membership club, not a travel agent or tour operator. We can resolve anything about your membership: billing, your 14-day cooling-off cancellation, refunds under our Terms of Service, access to member rates, Ask Alex and our country guides.

Bookings you make are contracts between you and the travel supplier or booking provider. Those bookings are not ATOL or ABTA protected and are not covered by the Package Travel Directive. Complaints about a stay, a car hire or an activity must be raised with that supplier, but tell us and we will help you find the right contact and follow up on your behalf where we can.

4. Independent Escalation

• Payment disputes. You can ask your bank or card issuer to review a charge, or raise a dispute through our payment processor.
• Data protection. Contact the Gibraltar Regulatory Authority. If you live in the UK you may also contact the Information Commissioner's Office, and if you live in the EU your national data protection authority.
• Consumer rights. UK members can seek advice from Citizens Advice, and EU members from their local European Consumer Centre. Nothing in our terms removes your statutory consumer rights.

5. Accessibility

If you need to complain in another format, tell us in your email and we will agree a suitable way. See our Accessibility Statement.