Guides › Company Guides › On the Beach
How to Complain to on the Beach
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.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Complaining to on the Beach
How to Complain
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. source
Is It a Package?
What Counts as a Package
You likely have a package holiday if you booked 2 or more travel services (for example flights and a hotel) for the same trip from one organiser, and the trip lasts over 24 hours or includes an overnight stay. source
Linked and Independent Bookings
Linked arrangements (services from different companies, paid separately) and independent bookings give you fewer rights, and foreign-based companies may not be covered by UK law. Report problems quickly and keep receipts. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- Straight awayTell the company about a problemAs soon as it happens, during the trip, not after you get home
- 20 daysWritten notice of a price riseAt least 20 days before departure
- 8%Cancel free if the price rise is over8%
- 14 daysRefund after a cancelled packageWithin 14 days of the cancellation
- 6 yearsLegal claimGenerally 6 years in England and Wales, 5 years in Scotland (not stated on the Citizens Advice pages, so check before you wait)
Steps to Take
Step 1 of 5
Gather your evidence: order, account or booking number, dates, receipts, screenshots, emails and notes of calls.
Step 2 of 5
Complain to On the Beach in writing using the route below, 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.
Step 3 of 5
Keep a record of every contact: dates, names and reference numbers. Use email or a form where you can, so you have proof.
Step 4 of 5
If you are not getting anywhere, ask for a final response in writing.
Step 5 of 5
If it is still not put right, ask your card provider about Section 75 or chargeback, or get free advice from the Citizens Advice consumer service.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies. All are free.
On the Beach Complaints
Always start here, in writing.
Ask About an ADR Scheme
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.
Your Card Provider
If you paid by card, Section 75 (credit card) or chargeback (debit card) may help.
Citizens Advice Consumer Service
Free advice. It can pass a report to Trading Standards.
Good to Know
Small things that make your complaint stronger.
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.
Keep your booking confirmation, boarding passes and receipts for extra costs.
Consumer Protection UK is independent and is not connected to On the Beach. This guide uses information published by On the Beach and the schemes named here. All product names, logos and brands are property of their respective owners.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 12 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- help.onthebeach.co.uk/hc/en-gb/articles/31109865622929-How-can-I-make-a-complaint Checked 4 October 2026
- onthebeach.co.uk/terms-and-conditions Checked 4 October 2026
- citizensadvice.org.uk/consumer/holiday-cancellations-and-compensation/claim-compensation-for-a-holiday Checked 12 October 2026