Complaints

Roam Wales are committed to providing high-quality tours and excellent customer service. If you are not satisfied with any aspect of your experience, we encourage you to let us know so that we can address your concerns promptly and fairly.

If you wish to make a complaint, please contact us as soon as possible, providing as much detail as you can. You can email complaints@roamwales.com or write to us at the address below:

Office F12, Ty Menter
Navigation Park
Abercynon
Mountain Ash
CF45 4SN

Please include:

• Your full name and contact details
• Your booking reference number (if applicable)
• Details of your complaint, including dates and times where relevant
• Any supporting documentation or evidence (e.g., photos, receipts)

1. We will acknowledge your complaint within 14 (fourteen) days of receipt.
2. We will then investigate your complaint thoroughly. This may involve speaking with staff members, operators, reviewing booking records, and examining any relevant documentation.
3. Within 28 (twenty-eight) days of acknowledging your complaint, we aim to provide a full written response. If further time is needed, we will keep you informed of progress and provide an estimated timescale for resolution.
4. Where your complaint is upheld, we will offer an appropriate remedy, which may include an apology, corrective action, a refund, or compensation where applicable.

If you are not satisfied with our final response, you may wish to refer your complaint to an Alternative Dispute Resolution (ADR) provider. Details of an appropriate ADR body will be provided upon request.

We treat all complaints seriously and use them as an opportunity to improve our services. Your feedback helps us to ensure that future guests enjoy the best possible experience.