Dispute/Complaint Policies and Process for Tixed Booked UK Ltd
1. Introduction
Purpose:
To provide a clear, transparent, and fair process for resolving disputes and complaints from customers.
Scope:
This policy applies to all customers of Tixed Booked UK Ltd and covers all services provided by the agency, including booking, travel arrangements, customer service, and other related services.
2. Policy Statement
Tixed Booked UK Ltd is committed to resolving disputes and complaints in a timely and fair manner. We aim to provide the highest level of customer satisfaction and ensure that all concerns are addressed with integrity and professionalism. Confidentiality is assured, and customers can raise complaints without fear of retaliation.
3. Definitions
- Complaint: An expression of dissatisfaction made to the organization, related to its products, services, or the complaints-handling process itself, where a response or resolution is explicitly or implicitly expected.
- Dispute: A disagreement or conflict between the customer and the organization requiring formal resolution.
4. Receiving Complaints
Channels:
- Email: info@tixedbooked.com
- Phone: 0203 005 3756
- Online Form: https://tixedbooked.com/contact.php
- In-Person: At any of our office locations during business hours.
Information Required:
- Name
- Contact details (phone number, email address)
- Booking reference number (if applicable)
- Detailed description of the complaint or dispute
- Any supporting documents or evidence
5. Acknowledgment of Complaints
- Complaints received via email, phone, online form, or in-person will be acknowledged within 48 hours.
- Acknowledgment will include the name and contact details of the person handling the complaint and an estimated timeframe for resolution.
6. Investigation Process
- The complaint will be logged and assigned to a designated complaints officer.
- The complaints officer will conduct a thorough investigation, which may include reviewing relevant documentation, speaking with involved parties, and seeking additional information if necessary.
- The investigation should be completed within 14 days of receiving the complaint.
7. Resolution and Communication
- Upon completion of the investigation, a resolution will be proposed.
- The customer will be informed of the outcome in writing, including details of any corrective actions taken or proposed.
- If the customer is satisfied with the resolution, the complaint will be closed.
- If the customer is not satisfied, the complaint may be escalated to a senior manager or an external dispute resolution body.
8. Escalation Process
- If the customer is not satisfied with the initial resolution, they may request an escalation within 7 days of receiving the resolution notice.
- The complaint will be reviewed by a senior manager, who will reassess the investigation and proposed resolution.
- The senior manager will respond with a final decision within 14 days of the escalation request.
9. External Dispute Resolution
- If the customer remains dissatisfied after internal escalation, they may seek external dispute resolution.
- Tixed Booked UK Ltd will provide information on relevant external dispute resolution bodies, such as consumer protection agencies or industry ombudsmen.
10. Monitoring and Reporting
- All complaints and disputes will be logged and monitored for trends and recurring issues.
- Regular reports on complaints and their resolutions will be reviewed by senior management to improve processes and customer satisfaction.
11. Review of Policy
- This policy will be reviewed annually to ensure it remains effective and relevant.
- Feedback from customers and staff will be considered in the review process.
12. Contact Information
- Customer Service: 0203 005 3756
- Email: info@tixedbooked.com
- Address: TIXED BOOKED UK LTD
- Venture House, 2 Arlington Square, Downshire Way, Bracknell, RG12 1WA