Complaints Procedure

What We Promise

At NureHaramTravels, we are committed to delivering exceptional service before, during, and after your journey. If something doesn’t go as planned, we’ll handle your concern quickly, fairly, and with genuine care.

1. How to Submit a Complaint

If you experience a problem during your trip, please notify our local representative or call our support team immediately. Early contact gives us the best chance to resolve the issue while you’re still travelling.

If you wish to submit a formal complaint after your return, you can contact us through any of the following:

• Email: info@nureharamtravels.co.uk
  
  
• Phone: +442036031040
  
  
• Online Form: https://nureharamtravels.co.uk/contact-us/
  
  

Please include:

• Your full name and booking reference number
  
  
• Travel dates and destination
  
  
• A clear description of the issue
  
  
• Any supporting evidence (e.g., receipts, photos, or correspondence)
  
  

2. Our Response Process

• Acknowledgement: We aim to confirm receipt of your complaint within 3 working days.
  
  
• Investigation: Your case will be reviewed by our customer service team, who may contact you for further details.
  
  
• Resolution: We aim to provide a full written response within 14–28 working days, depending on the complexity of the issue.
  
  

If more time is needed, we’ll keep you informed throughout the process.

3. Escalation Steps

If you are not satisfied with the initial response:

1. Request that your case be reviewed by a Senior Manager.
   
   
2. If you remain dissatisfied, you may refer the matter to an independent Alternative Dispute Resolution (ADR) body where applicable. Details will be provided on request.
   
   

Our goal is to reach a fair resolution without the need for escalation.

4. Possible Remedies

Depending on the circumstances, remedies may include:

• Refunds or partial refunds
  
  
• Future travel credit
  
  
• Replacement services or alternative arrangements
  
  
• Formal apologies or goodwill gestures
  
  

All outcomes are assessed fairly based on the evidence provided.

5. Contact Details

📧 Email: info@nureharamtravels.co.uk
📞 Phone: +442036031040
🕒 Office Hours: Monday–Friday, 9:00 AM – 5:00 PM (UK time)

6. Quick Complaint Template

You can use this template when submitting your complaint:

Subject: Complaint – Booking Ref [Your Reference]
Hello,
I travelled with NureHaramTravels on [Trip Dates]. I experienced [Brief Issue].
Please review my case and advise on the next steps.
Thank you,
[Your Full Name]