Complaints Procedure
We are committed to resolving any issues quickly and fairly. Your feedback helps us improve our services.
Our Commitment
At Umrah Packages London, we strive for excellence in every aspect of our service. If we fall short of your expectations, we want to know about it and put things right.
When to Make a Complaint
You should contact us if you are dissatisfied with:
- The quality of service provided
- Travel arrangements that don't meet expectations
- Staff behavior or professionalism
- Booking or administrative errors
- Communication issues
- Any aspect of your Umrah journey
Our Complaints Process
Immediate Issues (During Travel)
If you encounter problems during your Umrah journey, contact us immediately:
Emergency Contacts:
- UK Office: 020 7123 4567 (24/7)
- Saudi Arabia: +966 50 123 4567
- WhatsApp: +44 20 7123 4567
- Email: [email protected]
Our local representative will address the issue immediately and work to find a solution.
Formal Complaint Submission
Submit your formal complaint within 28 days of returning from travel:
📧 Email
📞 Phone
020 7123 4567
📮 Post
Complaints Dept, 123 Edgware Road, London W2 2HZ
💬 Online Form
Available on our website
Acknowledgment & Investigation
- Within 7 days: We acknowledge receipt of your complaint
- Immediate action: Investigation begins with relevant departments
- Regular updates: We keep you informed of progress
- Document review: All relevant records are examined
Resolution & Response
Within 28 days: We provide a full written response including:
- Investigation findings
- Our position on the complaint
- Any remedial action taken
- Compensation details (if applicable)
- Further escalation options
What to Include in Your Complaint
Essential Information
Please provide as much detail as possible to help us investigate effectively.
Booking Details
- Booking reference number
- Travel dates and destinations
- Names of travelers involved
- Package type and price paid
Incident Details
- Date and time of incident
- Location where problem occurred
- Names of staff involved
- Witnesses (if any)
Supporting Evidence
- Photographs or videos
- Receipts for expenses incurred
- Medical reports (if applicable)
- Correspondence with our staff
Your Expectations
- What went wrong
- How it affected your experience
- What resolution you seek
- Any financial losses
If You're Not Satisfied
If you're not satisfied with our response, you have the right to escalate your complaint to independent organizations:
ABTA (Travel Association)
For general travel service complaints and alternative dispute resolution.
CAA (Civil Aviation Authority)
For ATOL-related complaints and financial protection issues.
Alternative Dispute Resolution (ADR)
We are committed to resolving disputes through ADR schemes where appropriate. This provides an independent review of unresolved complaints without the need for court proceedings.
Submit a Complaint
Choose your preferred method to contact our complaints department:
We aim to turn every complaint into an opportunity to improve our service and exceed your expectations.