Customer Complaint Policy

Our Commitment:

At Not In The Guidebooks, we strive to provide excellent service and products to our valued customers. However, we understand that sometimes things may not go as planned. We are committed to handling all customer complaints fairly, efficiently, and respectfully. This policy outlines the process for submitting and resolving your complaints.

If you do have a problem during your holiday, please inform the relevant supplier immediately who will endeavour to put things right. If your complaint is not resolved locally, please contact us by telephone on 0203 048 3044 (9:30-17:00, Mon-Fri). If the problem cannot be resolved and you wish to complain further, you must send formal written notice of your complaint to us at Customer Support at support@nitgb.com or Not in the Guidebooks, 1st Floor Heathaid House, Marlborough Hill, Harrow HA1 1UD within 28 days of the end of your stay.

Submitting a Complaint:

You can submit a complaint in various ways:

• By phone: Call us at 0203 048 3044 and ask to speak to a customer service representative.
• By email: Send an email to support@nitgb.com outlining your complaint.
• Online form: Submit your complaint through our online form at https://www.notintheguidebooks.com/contact-us/.

What to Include in Your Complaint:

Please provide as much detail as possible in your complaint, including:

• Your name and contact information
• A clear description of the issue you are experiencing
• When and where the issue occurred (if applicable)
• Any relevant documentation or information

Complaint Resolution Process:

1. Acknowledgement: We will acknowledge your complaint within 5 business days. This acknowledgment will include a reference number for your complaint and the name of the person handling it.
2. Investigation: We will investigate your complaint thoroughly and fairly. This may involve contacting you for additional information or speaking with the relevant staff members and local suppliers.
3. Resolution: We will aim to resolve your complaint within 28 business days of receiving it. We will contact you with our proposed resolution and explain the reasoning behind it.
4. Appeal: If you are not satisfied with the proposed resolution, you have the right to appeal. This will involve escalating your complaint to the commercial director of Not In The Guidebooks. If you are still not satisfied with the proposed resolution, then you may refer your complaint to ABTA. Please let us know within 28 days of receiving the proposed resolution. We will review your appeal and provide you with a final decision within 28 business days.

Our Commitment to Continuous Improvement:

We value your feedback and use it to improve our products, services, and processes. We will review all complaints to identify trends and areas for improvement.

Additional Information:

• This policy is subject to change without notice.
• We reserve the right to refuse to investigate or resolve complaints that are abusive, offensive, or discriminatory.
• This policy does not affect your legal rights.

Thank you for your understanding and cooperation.