We're sorry we let you down. You can find more information under the heading which best applies to you below.
I am currently on holiday and have a complaint
We're sorry to hear your holiday isn't going to plan. You can reach our dedicated in-resort team on +44 (0) 371 512 2044.
Lines are reserved for emergencies from 7pm - 8am (UK time), so if you call at this time you'll be asked to leave a message with your SUN reference number and we'll call you back as soon as we can.
If your request isn't urgent, we'd advise calling after 8am if possible.
I have returned from my holiday and would like to make a complaint
We're sorry to hear your holiday didn't go as planned. You can reach our Complaints & Feedback team at by completing this form.
We recommend providing your full complaint with any supporting documents, and we'll investigate and get back to you as soon as possible.
Depending on the nature of your complaint, it might take between 28 and 56 days for us to get back to you, but we'll do whatever we can to resolve your issue as quickly as possible. If you haven't heard from us after this time, please contact us and we'd be more than happy to chase the issue to put your mind at ease.
I am yet to travel and would like to make a complaint
We're sorry to hear that you'd like to make a complaint. As you haven't travelled yet, we're confident we can resolve the issue for you.
You can drop us a message via our Live Chat, which can be found in your Sunshine account.