Company Complaints Management Procedure

Purpose

Our company considers complaints to be an important source of feedback and an opportunity for continuous improvement. All complaints are handled with a fast, fair, transparent, and effective approach that values the customer’s feedback.

Scope

This procedure applies to all complaints received from customers regarding our company’s products, services, communication processes, or tour operations.

Procedure Steps

1. Informing Clients
   Clients are informed about how to submit complaints through email, WhatsApp, and direct contact with company staff or guides.
2. Receiving the Complaint
   All formal complaints are received by a designated staff member responsible for complaint management.
3. Recording the Complaint
   Each complaint is recorded internally, including the date received, customer details, the subject of the complaint, and the related tour or service.
4. Assigning Responsibility
   When necessary, a relevant department or responsible person is assigned to investigate and resolve the complaint.
5. Acknowledgement of Receipt
   The customer is informed in writing that the complaint has been received and is under review.
6. Investigation and Internal Review
   The complaint is reviewed in detail, internal consultations are conducted when required, and appropriate solutions are identified.
7. Resolution and Communication with the Customer
   The proposed solution is communicated to the customer clearly and transparently. Corrective or compensatory actions are offered where appropriate.

Resolution Timeline

Complaints are aimed to be resolved within a maximum of one week.

Continuous Improvement

All complaints and their outcomes are regularly analyzed and used to improve service quality, products, and communication materials.

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