Complaints
A short procedure, a clear timeline, and someone who owns the outcome.
Most problems are small: a companion runs late, a detail was misheard, an amount was not what you expected. Say so at the time if you can — reception answers around the clock and can usually put it right within the same booking.
If you would rather raise it afterwards, write to reception with the date, the companion's name, and what happened. You do not need to justify raising it.
What happens next. We acknowledge every complaint within 24 hours. We speak to the companion separately — you are never asked to confront anyone. We come back to you with what we found and what we are doing about it within five working days, in writing if you want it in writing.
Outcomes we actually use: a full or partial refund, a repeat booking at our cost, a formal warning, or removal from the roster. We do not issue credit notes that expire, and we do not make an apology conditional on you booking again.
If a complaint concerns safety, consent, or conduct that crossed a line, it goes straight to the agency owner and the companion is suspended from the roster while it is examined. That does not depend on how much was paid, or on who raised it.
If you are not satisfied with how we handled it, say so. It will be put to someone who was not involved the first time.