Complaints Policy
Last Updated: 7th June 2019
Travel Curious Ltd (“Travel Curious”, “we”, “our” or “us”) is committed to ensuring the best customer service experience for its partners and their customers alike. If you have any concern or issues that arise in connection with the goods and/or services that Travel Curious provides, then please follow the process outlined in this Policy, so that we can try and resolve any concerns or issues you may have.
1. Type of Issue
For all customer related complaints, please follow the procedures documented in this Customer Service Policy. If the complaint needs to be escalated to someone within Travel Curious other than the positions outlined below, then we will assess this upon receipt of your notification of an issue and allocate it to the most appropriate person to be able to deal with your concern.
2. Routine Notification of Issue
In the unlikely event than an issue arises in relation to customer experiences, customer service or customer satisfaction please follow the following procedure:
2.1. Notify your account manager in Travel Curious (as stipulated in the Agreement)
2.2. Please provide as much detail as possible, customer name, date of tour, name of tour and detailed description of the complaint.
2.3. It is our intention to attend to all issues and resolve within 7 days of receiving the official notification of the issue.
2.4. Where the issue has not been resolved nor attended to in that period of time, you have the “right and obligation” as a partner to escalate the issue according to the process below.
3. Process for Escalation of Issue
If an issue, concern or dispute arises out of the customer service, customer experience or customer satisfaction (“Issue”), then, except as expressly provided in our Agreement with you or other terms and conditions applying to our relationship with you, you shall be encouraged to follow the procedure set out below.
3.1. You shall give notice of the Issue, setting out its nature and full particulars (“Issue Notice”), together with relevant supporting documents. On service of the Issue Notice, the appointed person Travel Curious shall attempt in good faith to resolve the Issue(“First Level Issues”). These First Level Issues must also be raised through our Support service, via:
3.2. If a First Level Issue cannot be resolved by our support team member within 48 hours or the First Level Issue being raised, in good faith discussions, the matter will be escalated to our relevant appointed person at management level and our Operations Director, via direct correspondence to tiffany.handley@travelcurious.com or on telephone stipulated above (“Second Level”).
3.3. If a Second Level Issue cannot be resolved by our Operations Director within five working days, in good faith discussions, the matter will be escalated to our relevant appointed person at director level (Chief Product Officer, Alex Grant ) at alex@travelcurioous.com (“Third Level”).
3.4. If a Third Level Issue cannot be resolved by our Chief Product Officer within five working days, the matter will be escalated to the respective Chief Executive Officers (or highest level of director), who will discuss the Issue in good faith to try and reach a conclusion to the matter, for no less than fifteen working days (“Final Level”).
3.5. If the parties cannot agree a resolution to an Issue following the Final Level conversations between the parties, then the parties agree to enter into mediation in good faith to settle the Issue in accordance with the CEDR Model Mediation Procedure. Unless otherwise agreed between the parties, the mediator shall be nominated by CEDR. To initiate the mediation, a party must serve notice in writing (ADR notice) to the other party to the Issue, referring the Issue to mediation. Unless otherwise agreed between the parties, the mediation will start not later than twenty working days after the date of the ADR notice.
3.6. No party may commence any court proceedings under any contract we have in place with you, in relation to the whole or part of the Issue until thirty days after service of the ADR notice, provided that the right to issue proceedings is not prejudiced by a delay.
4. Updates
We may update this Policy from time to time and we will provide you with notice of any such updates, when these become available.
We hope that we will be able to resolve any issues or concerns you have amicably with you.