Chasing an airline refund through a travel agent

In England.

Hi LAUK,

Background to this is a bit long. Back in 2020 pre covid I booked a package holiday through LoveHolidays. As we are all aware covid then happened, we moved the trip several times as covid continued to happen longer than we would suspect.

Ultimately we cancelled the hotel - due to spiralling costs - and got a full refund. The flights were non refundable and we had to deal with easyjet directly for any changes. We eventually settled on a date and had a lovely trip to France in September this year.

However our return flight was cancelled- which is its own thing - and we requested a full refund from easyjet. They made this refund - I have received payment confirmation showing payments/refunds for the booking - back to the original payment method - a loveholidays card.

I have received confirmation today that loveholidays have received this refund. My issue is I originally contact them in September to request they pay on my refund. While they claim they hadn’t received it from easyjet, they were satisfied with the payment report showing it had been paid and promised to pay. A payment bounced, because my original payment method has since expired and they requested bank details which I provided.

After waiting 10 business days, no money received by me, I contacted them again. Similar dance to before, provided alternate bank details and they said wait 14 days. 14 days - business days - comes and goes as of yesterday. No payment still.

I have contacted them again and they have said it’s an issue with the bank and they need to trace the transaction. Spoke with both my banks - original payment one and the one whose detail I provided - and there have been no attempted payments into my accounts.

Is there a regulatory body I can escalate my complaint to or is small claims the way to go? Refund amount is £415.