Customer Care: Complaints procedure

We have the following procedure for addressing a complaint made by a Client ("you"):

Contacts:

All telephone complaints are taken by the Operations Manager in the first instance who will normally try to deal with the issue in the day or have a resolution by the following day if the complaint concerns contract work.

The Operations Manager logs all calls and records follow up action. Confirmation is sought from the client that the complaint is satisfactorily dealt with before the complaint is signed off in the log.

Time taken to resolve complaints are also logged for monitoring purposes. It is Bubble Travel Ltd’s policy to resolve complaints normally within 5 working days