Introduction: Collaborative Journeys Club is a digital platform that promotes collaborative journeys, connecting travelers, partners, and stakeholders within the travel community. We prioritize service excellence and the satisfaction of our users. This policy provides a clear framework for managing and resolving complaints.
Objective: The aim of this policy is to establish transparent procedures for receiving, investigating, and addressing complaints. Continuous improvement is at our core, and feedback from users remains crucial for our growth and development.
Scope: This policy encompasses all complaints related to the services provided by Collaborative Journeys Club. This includes issues related to bookings, collaboration efforts, user interactions, payment processes, and the user experience on collabjourneys.com.
Submitting a Complaint: Users can register complaints via the designated form on collabjourneys.com or by contacting our support team. Comprehensive details of the issue, including specifics, dates, and relevant contextual information, should be furnished.
Acknowledgment: Complaints will be acknowledged within 10 working days of receipt. A unique case number will be generated for future reference.
Investigation: A comprehensive investigation will be initiated, ensuring an impartial review process. If required, the complainant may be contacted for additional information. Confidentiality will be upheld throughout this process.
Resolution: Our aim is to resolve complaints within 15 working days of their submission. Should a resolution within this timeframe prove unfeasible, the complainant will be updated regarding the status and anticipated resolution date. A formal response, detailing our findings and subsequent actions, will be delivered to the complainant.
Appeal: If the resolution is deemed unsatisfactory by the complainant, an appeal can be madewithin 10 working days from receiving our response. This appeal will be evaluated by a higher authority within Collaborative Journeys Club, and a conclusive decision will be communicated within an additional 10 working days.
Records and Monitoring: All registered complaints will be diligently recorded and monitored to ensure compliance with our policy. This data will drive internal
analysis, supporting the enhancement of our services and overall user experience.
Amendments: As necessary, this policy will undergo periodic revisions to reflect changes in our services, legal obligations, or industry best practices.
Acceptance: By utilizing the services and features of collabjourneys.com, users implicitly agree to this Complaint Handling Policy and pledge to collaborate with our team in issue resolution. At Collaborative Journeys Club, we encourage transparent and constructive feedback. This drives our growth and innovation. Your satisfaction is our benchmark, and we're committed to fostering an environment that champions positive, collaborative travel experiences.