COMPLAINTS HANDLING POLICY
At Signature Mark Tours, we take customer feedback seriously and are committed to resolving complaints fairly and efficiently. If you have a concern, please contact our customer service team, and we will acknowledge your complaint promptly. We aim to investigate and resolve all issues as quickly as possible, keeping you informed throughout the process. Your feedback helps us improve our services, ensuring a better experience for all passengers. For full details on our complaint procedure, please visit our website or contact us directly.
COMPLAINTS PROCEDURE
At Signature Mark Tours, we are committed to providing a high level of service and welcome all feedback to help us improve. If something has gone wrong with your hire, it is our priority to resolve the issue as quickly as possible and learn from the experience to enhance our services. All feedback is valued, and we also encourage commendations for our staff members who have provided exceptional service.
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How to Contact Us
You can submit a complaint or feedback through the following channels:
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By Telephone:
+44 (0) 7513 846 746 (Mon-Fri 10am – 5pm)
By Email:
info@signaturemarktours.com
Website:
https://www.signaturemarktours.com/contact
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To help us investigate and resolve your complaint effectively, please provide as much detail as possible. If your complaint relates to a specific journey, the following details are helpful:
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Your Private Hire reference number
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Date, time, and location of the incident
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Details of any staff members involved (if known)
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Any relevant supporting documents or evidence
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Providing accurate details will help prevent delays in investigating your complaint and ensure we reach a fair resolution.
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Our Response Process
All complaints are logged, thoroughly investigated, and monitored to ensure they are handled in line with our policy. Complaint investigations are reviewed by senior management, and where necessary, we implement changes to improve our service.
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What to expect when you submit a complaint:
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Acknowledgement: We will acknowledge receipt of your complaint and provide a reference number on the same day it is received.
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Initial Response: We aim to provide an outcome to your complaint within five working days. If an investigation takes longer, we will update you after five working days with a progress report and an estimated timeline for a full response.
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Full Response: A final response will be provided within ten working days from the date of your complaint.
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If you are not satisfied with our response, please notify us as soon as possible, but no later than ten working days after receiving our final decision. A senior member of staff will review the initial investigation and determine if further action is required. This review will be completed within five working days of receiving your request.
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At Signature Mark Tours, we take all feedback seriously and are dedicated to continuous improvement. Thank you for helping us enhance our services.
