When something is not right

Complaints and problem resolution.

A simple route for telling us what happened and getting the issue reviewed.

Trader details

John Cusick trading as FieldGuide Journeys

Business address: 1 Woodbrook Road, London, SE2 0PE

Email: hello@fieldguidejourneys.com

Start by telling us what happened

Email hello@fieldguidejourneys.com. Include your trip reference if you have one, what went wrong and what outcome you are asking us to consider. Please do not send passport numbers, payment-card details or unnecessary sensitive information.

What happens next

  1. We acknowledge it

    We aim to acknowledge a complaint within 2 working days.

  2. We review the records

    We look at the agreed scope, itinerary, communications and relevant operational records.

  3. We respond

    We aim to provide a substantive response within 10 working days. If the issue needs longer, we will explain why and give an updated timescale.

These are service targets, not guaranteed legal deadlines. The trader and contact details above apply to the FieldGuide service.

If the issue is a correction

If FieldGuide made a factual or production error in an itinerary, tell us as soon as you notice it. Corrections are handled separately from the included customer revision.

Privacy concerns

For a request about your personal information, use the privacy page and data-request route.