DreamSail aims to resolve concerns fairly and promptly. Operational yacht problems should also be reported to the supplier or charter base while you are still travelling.
Please give us your name, email address, booking or enquiry reference if you have one, what happened, when it happened, what you have already done to resolve it and the outcome you are seeking. Keep relevant photographs, receipts, messages and supplier reports.
For a technical, safety, cleanliness, equipment, check-in or operational problem, contact the supplier/base immediately using the emergency or base details in your booking documents. Prompt reporting can be important because the supplier needs a reasonable opportunity to inspect or remedy the problem. If DreamSail arranged the booking, tell us as well.
Where DreamSail acted as agent/intermediary and the complaint concerns the operation of the yacht, the supplier is normally the business that must investigate its performance. DreamSail may forward the complaint and assist with communication. This does not prevent you complaining about DreamSail's own service or relying on any statutory rights.
If our internal process ends without resolving the dispute, we will tell you about any alternative dispute resolution (ADR) or other redress arrangement that is available and relevant to the complaint, including any scheme we or the supplier are required to use. Where no ADR arrangement is available or DreamSail is not obliged to participate, we will say so in the final response.
If your complaint concerns how DreamSail collected, used, shared, retained or secured your personal information, select Data protection / privacy below. We will acknowledge a data-protection complaint within 30 days and respond without undue delay after making appropriate enquiries. You retain the right to complain to the Information Commissioner's Office.
You can email info@dreamsail.co.uk. Put your booking/enquiry reference in the subject line where possible. Formal written complaints may also be sent to: DreamSail, Handley Design Ltd, 71–75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ.
Sending the form starts an enquiry. It does not reserve a yacht or commit you to a booking.
Destination, dates, guests, charter style and any special requirements are considered together.
If something important is missing — such as skipper needs, flexibility or cabin requirements — it can be confirmed before chasing unsuitable options.
Any yacht quotation should identify the supplier, price, mandatory extras and applicable terms before you choose whether to proceed.
Use the first-charter guide or the DreamSail Compass, then come back when your ideas are clearer.
