Teletext Holidays ignoring complaints

TimR07

Hi
Can anyone point me in the right direction of who to escalate a complaint to when a company fails to follow its own complaints process?

 - 10 night all inclusive stay in Morocco booked via teletext holidays
 - arrived to find hotel had its alcohol license suspended and a 9pm curfew due to breaches in Covid regulations
 - hotel was operating at reduced capacity - gym, sports bar, 2nd restaurant and theatre all closed for the duration of the stay, 3/8 slides closed in the waterpark
 - Hotel informed all us travel companies of the issues several weeks before our arrival
 - guests who had booked via Tui & Hotels.com were informed of the restrictions prior to arrival and offered alternatives or a refund
 - followed Teletext complaints process to report issues while away, was promised a call back which did not happen
 - submitted a complaints form online upon return, should have had response within 28 days, did not happen
 - escalated to MD office, should have had response within 28 days, did not happen
 - also submitted an SAR for a copy of the original complaint submitted online as I did not receive a copy of it, was told that everyone was working from home and had no access to the relevant systems

I assume I can report to the ICO on failing to comply with the SAR but unsure who to go to about Teletext Holidays not following its own processes in handling complaints.

Westin

Teletext have gone bust. It's the end of the line for your complaint and any action I am afraid.

TimR07

Ah I didn’t realise, thanks for letting me know