At Cashmere Holidays, we are committed to providing exceptional service and ensuring a positive experience for all our customers. Your feedback is valuable to us, and we take complaints seriously. This Complaint Policy outlines our process for handling complaints and resolving any issues you may encounter.
1. Purpose
The purpose of this policy is to:
- Provide a clear and transparent process for lodging complaints.
- Ensure that complaints are handled promptly, fairly, and effectively.
- Improve our services based on customer feedback.
2. Scope
This policy applies to all customers of Cashmere Holidays and covers complaints related to our services, staff, and any other aspects of your experience with us.
3. How to Lodge a Complaint
3.1. In Writing
Complaints can be submitted in writing via email to info@cashmereholidays.com. Please include the following details:
- Your name and contact information.
- A detailed description of the issue.
- Any relevant documents or evidence supporting your complaint.
3.2. By Phone
You may also lodge a complaint by calling our customer service team at [Your Phone Number]. Our team is available [Customer Service Hours] to assist you.
4. Acknowledgment of Complaint
Upon receiving your complaint, we will acknowledge receipt within 2 business days. This acknowledgment will include:
- A reference number for your complaint.
- The name and contact details of the person handling your complaint.
- An estimated timeframe for resolving the complaint.
5. Investigation and Resolution
5.1. Investigation
- We will conduct a thorough investigation of your complaint, which may involve reviewing relevant documents, speaking with staff members, and gathering additional information.
- We may contact you for further details or clarification during the investigation process.
5.2. Resolution
- We aim to resolve all complaints within 14 business days of acknowledgment. If more time is required, we will keep you informed of the progress and provide a revised timeframe.
- Once the investigation is complete, we will provide you with a written response detailing the outcome and any actions taken to address the issue.
6. Escalation
If you are not satisfied with the resolution provided, you may request that your complaint be escalated to a senior manager. Please contact us at info@cashmereholidays.com with your reference number and an explanation of why you are dissatisfied with the initial resolution.
7. Record Keeping
We maintain a record of all complaints received, including details of the investigation and resolution. This helps us monitor trends, identify areas for improvement, and ensure compliance with our Complaint Policy.
8. Continuous Improvement
Your feedback is crucial in helping us improve our services. We regularly review complaint data to identify patterns and implement changes to enhance our customer experience.
9. Confidentiality
We treat all complaints confidentially and handle your personal information in accordance with our Privacy Policy. Information about your complaint will only be shared with relevant staff members and third parties as necessary to investigate and resolve the issue.
10. Contact Information
If you have any questions about this Complaint Policy or wish to lodge a complaint, please contact us at:
Email: info@cashmereholidays.com
Phone: [Your Phone Number]
This Complaint Policy ensures that your customers know how to lodge a complaint and what to expect during the resolution process. Feel free to customize the contact details and any other specifics to better align with your company’s procedures.
