Complaints

How to complain

Email legal@obsidianvoyages.com with the word “Complaint” in the subject, or write to UIE Ltd, 66 Paul Street, London, EC2A 4NA, United Kingdom. Give your reservation or order reference if you have one, tell us what went wrong and what you would like us to do.

What happens next

• We acknowledge your complaint within 5 working days.
• We investigate and send you a full answer within 28 days. If we need longer we tell you why and when you will hear.
• If we agree something went wrong, we put it right: a refund, a replacement, or whatever else is fair.

Complaints about your personal information

If your complaint is about how we have used your personal information, send it the same way. We acknowledge it within 30 days, investigate without undue delay and tell you the outcome. You can also complain to the Information Commissioner's Office at ico.org.uk, and we would ask you to give us the chance to answer first.

If we cannot agree

If you are not satisfied with our final answer, you may use an approved alternative dispute resolution provider, and we will tell you in our final answer whether we are willing to use one for your complaint. You always keep the right to go to court; small claims in England and Wales can be made online at gov.uk/make-court-claim-for-money. If you paid by card, your card provider may also be able to help.

Who we are

Obsidian Exclusive is operated by UIE Ltd (company number 17334450), 66 Paul Street, London, EC2A 4NA, United Kingdom. Contact: legal@obsidianvoyages.com.

These terms are governed by the law of England and Wales. If you are a consumer you may bring proceedings in the courts of the part of the United Kingdom, or the country, where you live, and nothing in these terms limits the rights the law of that place gives you.