Complaints & Regulatory

We want every passenger to feel looked after. If anything about our service falls short, please tell us — we'd rather hear from you than read about it somewhere else. This page explains how to raise a complaint, how we handle it, and who regulates our work.

1. How to raise a complaint

Email complaints@delaydash.com from the address linked to your claim. Please include:

• your full name and claim reference (if you have one);
• a short description of what went wrong;
• what outcome you're looking for.

2. How we handle it

• Acknowledgement: we aim to acknowledge your complaint within 3 working days.
• Investigation: a senior team member who was not involved in the original decision reviews the file.
• Final response: we aim to issue a written final response within 8 weeks. If we need longer we'll explain why and tell you when to expect a reply.

3. If you're still not satisfied

If you're unhappy with our final response, or 8 weeks have passed without one, you can escalate to the relevant regulator:

Your flight compensation claim (the airline's decision)

Claims under UK261 are overseen by the UK Civil Aviation Authority. You can find their passenger-advice portal at caa.co.uk/passengers. Many UK airlines also subscribe to an alternative dispute-resolution scheme such as CEDR or AviationADR; the airline's own complaints response will tell you which applies.

Our handling of your personal data

You can complain to the Information Commissioner's Office at ico.org.uk/make-a-complaint.

Our conduct as a claims-management business

DelayDash is a trading name of Forthbound Ltd, which operates as a claims-management service for flight compensation. We are not a law firm and do not provide legal advice. Our work is regulated by UK consumer-protection law (including the Consumer Rights Act 2015 and the Consumer Protection from Unfair Trading Regulations 2008), overseen by the Competition & Markets Authority and local Trading Standards. For general consumer advice, Citizens Advice can help: citizensadvice.org.uk.

Nothing on this page limits your statutory rights as a consumer under UK law.

4. Contact details

Forthbound Ltd (trading as DelayDash)
Email: hello@delaydash.com

5. Updates

We may update the contents of this page as our regulatory footprint changes. Updates take effect on publication; we do not individually notify users of changes.