Complaints Policy

Trip-Related Complaints

Because your holiday contract is with the relevant travel partner (True North Travel, Ski Solutions Limited, or Andorra Travel Service), complaints about accommodation, transport or the trip itself as delivered should be raised with that partner first, following their own complaints procedure.

Complaints About Snow Hopes

If your complaint relates to the community coordination, communication, or your experience of the Snow Hopes service itself, rather than the holiday delivered by the travel partner, please contact us at info@snowhopes.co.uk with your name and trip booked, a description of the issue, and any relevant booking reference.

What Happens Next

We aim to acknowledge complaints within [X business days] and respond in full within [X days]

Merchandise Complaints

For issues with a store order, contact info@snowhopes.co.uk with your order number