Guides › Company Guides › P&O Ferries
How to Complain to P&O Ferries
P&O Ferries says you can raise a problem with staff at the port or onboard, or complain in writing or by email to its Care Team. It says it aims to reply in full within 14 days and no later than 28 days, with escalation to its Customer Relations Manager answered within 5 working days. If it is not put right, you can take it to ABTA and the Passenger Shipping Association (as named by P&O Ferries).
Your Rights
What the rules say, with a link to the official source for each.
Complaining to P&O Ferries
How to Complain
P&O Ferries says you can raise a problem with staff at the port or onboard, or complain in writing or by email to its Care Team. It says it aims to reply in full within 14 days and no later than 28 days, with escalation to its Customer Relations Manager answered within 5 working days. source
When You Can Escalate
After the Customer Relations Manager review, if you remain unhappy. Scheme: ABTA and the Passenger Shipping Association (as named by P&O Ferries). source
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 P&O Ferries 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, take it to ABTA and the Passenger Shipping Association (as named by P&O Ferries).
(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.
P&O Ferries Complaints
Always start here, in writing.
ABTA and the Passenger Shipping Association (as Named by P&O Ferries)
Once P&O Ferries has had its chance. See When You Can Escalate under Your Rights.
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.
P&O Ferries says complaints under passenger rights legislation must be made within 2 months of travel, and that claims for loss, damage or injury go in writing to its Claims Department.
Keep your booking confirmation, boarding passes and receipts for extra costs.
Consumer Protection UK is independent and is not connected to P&O Ferries. This guide uses information published by P&O Ferries 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: 4 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
- poferries.com/en/terms-and-conditions/complaints-policy Checked 4 October 2026