1. ABOUT THIS POLICY
As a responsible travel agent Furalle Travel and Tours Limited seeks to maintain and enhance our reputation of providing you with high quality products and services. We value complaints as they assist us to improve our products, services and customer service.
We are committed to being responsive to the needs and concerns of our customers or potential customers and to resolving your complaint as quickly as possible.
2. POLICY DETAILS
2.1Definition of a complaint
For the purpose of this policy, a complaint is defined as an expression of dissatisfaction made by a customer to us which is related to our services, employees, or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.
2.2 How a complaint can be made
If you are dissatisfied with a travel or related service provided by us, you should in the first instance consider speaking directly with the staff member you have been dealing with. If you are uncomfortable with this or consider the relevant staff member is unable to address your concerns you can lodge a complaint with us through the following platforms:
- By telephone,
- By physical mail,
- By electronic mail or
- By speaking with us in person
Our contact details are located on our website at https://furalle.ng/contact
If we receive your complaint verbally and we consider it appropriate, we may ask you to put your complaint in writing.
Our complaints handling process is free of charge.
2.3 Help when making a complaint
The person receiving or managing your complaint should provide you with any assistance you may need to make your complaint. However, if you consider you need further assistance, please inform us of this at the time you are lodging your complaint.
2.4 Feedback to customers
We are committed to resolving your issues at the first point of contact however, this will not be possible in all circumstances, in which case a more formal complaints process will be followed.
2.5 Our six-point complaint process
We acknowledge – we will acknowledge receipt of your complaint within 1 business day.
We review – we undertake an initial review of your complaint and determine what if any additional information or documentation may be required to complete an investigation.
We investigate – within 5 business days of receiving your complaint we will investigate your complaint objectively and impartially. We will consider the information you have provided to us, our actions in relation to your dealings with us and any other information that could assist us in investigating your complaint.
During the investigation of your complaint, we may need to seek further clarification or documentation from you to assist us in resolving your complaint.
Where a third-party travel supplier such as a tour operator was involved in your travel services, we may be required to speak with them to fully investigate your complaint.
We may be unable to complete our investigation within the 5 business days, if we are waiting for a response from you or a third party which we have told you is required. In such circumstances upon receipt of your clarification or documentation we will indicate to you when we expect to finalize your complaint.
The outcome will be provided to you no later than 14 calendar days after receiving the complaint.
We respond – Following our investigation we will notify you of our findings and any actions we may have taken in regard to your complaint.
We take action – where appropriate we amend our business practices or policies.
We record – we will record your complaint for continuous improvement process and monitoring through regular review, your personal information will be recorded in accordance with relevant privacy legislation.
You have the right to make enquiries about the current status of your complaint at any time by contacting us.
2.6 When you complain about any of our employees
If you complain about a member of our staff member, we will treat your complaint confidentially, impartially, and equally (giving equal treatment to all people).
2.7 Complaints under investigation by a regular or law enforcement agency
If your complaint is currently being investigated by a relevant federal, state or territory consumer protection regulator or law enforcement agency we may cease to take further action in relation to your complaint pending finalization of their investigation.
We will assist any agency with their investigations.
2.8 Our complaint escalation
Where possible, we will attempt to resolve your complaint at the first point of contact. If we are unable to resolve your complaint at the first point of contact, we will undertake an investigation of your complaint and provide you with our findings.
If you are satisfied with our proposed decision or actions, we will close your complaint and record the findings for our continuous improvement program.
However, if you are not satisfied with our proposed decision or actions, we will record this, and provide you with information on how to escalate your complaint, to the National Association of Nigeria Travel Agencies (NANTA), for external review. You may also want to contact the Nigerian Civil Aviation Authority (NCAA).
Should you wish to speak to NANTA about your complaint you can contact them in the following ways:
- By completing a ‘Make a Complaint’ form online at nanta.org
- By telephone on – +2348119041402 ,
- By writing to them at: National Association of Nigeria Travel Agencies 84 Ikorodu Road, Fadeyi Bus Stop Lagos, Nigeria
- Email: info@nanta.org.ng
2.9 Your rights under Nigeria Consumer Protection Law
You reserve the right to refer your complaint to the relevant Federal Competition and Consumer Protection Commission at any time.