At Vuelo, we’re committed to treating our customers fairly. If something’s gone wrong, we want to know so we can put it right — quickly and clearly.
As Vuelo is authorised and regulated by the Financial Conduct Authority (FCA), we follow strict guidelines when it comes to handling complaints.
Here’s how we handle things:
Step 1: Acknowledging your complaint
Once we receive your complaint, we’ll acknowledge it in writing within 3 working days.
This will confirm that your complaint is being reviewed and explain our next steps.
Step 2: Investigation & updates
We’ll aim to resolve your complaint as soon as possible.
If the issue is complex or involves a third party (such as a travel provider or payment partner), it might take a little longer. But we’ll keep you updated along the way.
If we haven’t resolved things within 5 working days, we’ll send you an update confirming the progress made so far.
Step 3: Final response
We aim to provide you with a final response within 8 weeks.
If for any reason we’re unable to do so, we’ll write to you explaining why and let you know when you can expect a full resolution.
Our final response will outline:
What we’ve found
Any resolution or offer we’re making
Information on how you can escalate the matter if you're not satisfied
What if I’m not happy with the outcome?
If you're unhappy with our final response — or we haven’t sent one within 8 weeks — you have the right to refer your complaint to the Financial Ombudsman Service (FOS).
Who is the Financial Ombudsman Service?
The FOS is a free, independent service for settling disputes between consumers and financial firms regulated by the FCA.
You can contact them using the details below:
Website: www.financial-ombudsman.org.uk
Phone: 0800 023 4567 (free from landlines) or 0300 123 9123 (mobile-friendly)
Email: [email protected]
Address:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
You must refer your complaint to the FOS within 6 months of receiving our final response.