If we get something wrong

Email support@travelupgradeapp.com and tell us what happened. It helps if you include the date, what you saw in the app and what you expected, but do not worry about format — we would rather hear it roughly than not at all.

You can also write to us at ZENPATH LIMITED, First Floor 10 College Road, Harrow, Middlesex, England, HA1 1BE.

• Within two working days we acknowledge your complaint and tell you who is dealing with it.
• Within ten working days we aim to give you a full answer. If we cannot, we tell you why and when we expect to.
• Within eight weeks we will always have given you a final written answer.

If a mistake of ours — a stale rule, a calculation error, an alert we failed to send — has cost you a benefit you would otherwise have obtained, tell us.

We will look at what happened and tell you honestly whether we think we were at fault. Where we were at fault and you can evidence the loss, we will consider a fair remedy rather than point at a limitation clause. That may be a refund, a credit, or another resolution appropriate to what happened. We cannot promise an unlimited payment, and we cannot compensate for a provider's own decision — reward availability, an issuer changing its terms, or a redemption declined — but we will not hide behind that either.

Your legal rights are unaffected by anything on this page, including your statutory rights as a consumer.

Zenpath is not authorised or regulated by the Financial Conduct Authority and Travel Upgrade is not a regulated service, so complaints about it cannot be referred to the Financial Ombudsman Service. If our final answer does not satisfy you, you can pursue the matter through the courts, and nothing we say limits that.

If your complaint is about how we have handled personal data, please give us the chance to put it right first — privacy@travelupgradeapp.com — and you can also complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113. Our Privacy Policy sets out your data rights.

Every complaint is logged with its cause. Where the cause was a rule in our database being wrong or out of date, we fix the rule, check whether other households were affected and tell those who were. We review complaints quarterly to find patterns: if a particular programme generates repeated problems, that tells us where our monitoring needs to be tighter.