How to Complain to on the Beach
Step by step: where to complain, what to say, and where to go if On the Beach does not put it right.
Consumer Protection UK is independent and is not connected to On the Beach. This guide uses information published by On the Beach and by the schemes named below. All product names, logos and brands are property of their respective owners.
- Where to complain
- On the Beach official complaints page (opens in a new tab)
On the Beach says the fastest way to raise a complaint is Live Chat through your account. For urgent problems during a holiday it points to the hotel front desk first, then WhatsApp or its in-resort team. - If it is not resolved
- We could not confirm a general ombudsman or ADR scheme for On the Beach from its own pages. If it cannot settle your complaint, ask it in writing which approved ADR provider it uses and whether it will take part, and contact the Citizens Advice consumer service.
- Checked
- 4 October 2026 (company pages and scheme websites). Rules and pages change, so check the official page before you rely on this.
Good to know: The help article does not give response times or an external dispute scheme. On the Beach's terms page says package holidays are ATOL protected.
What to Do, Step by Step
- Gather your evidence. Order or account number, dates, receipts, screenshots, emails and what was said on calls.
- Complain in writing using the route above, and ask for a complaint reference. Say what went wrong, what you want, and by when (14 days is reasonable). Our free letter templates can write it for you.
- Keep a record. Note dates, names and reference numbers of every contact. Use email or a form where you can, so you have proof.
- Ask for a final response if you are not getting anywhere, then follow the escalation route above.
- Use other routes if they apply. If the company does not fix it, take it to the free ombudsman or ADR scheme named above. Your bank or card provider may help if you paid by card (Section 75 or chargeback). The Citizens Advice consumer service gives free advice and can pass a report to Trading Standards.
Useful to Know
- Keep your booking confirmation, boarding passes and receipts for extra costs.
- For a long delay, cancellation or denied boarding on a flight covered by UK261, compensation of £220, £350 or £520 may be payable depending on distance (on flights over 3,500 km it is £260 if you arrive 3 to 4 hours late), unless extraordinary circumstances applied.
- For damaged baggage, make a written claim within 7 days. For delayed baggage, within 21 days.
Want help? If you would like one of our team to look at your complaint, our initial case review is free. Start your case. We cannot guarantee any outcome and do not give legal advice.