Complaints Procedure

Guest Services Worldwide Limited’s Complaints Procedure

At Guest Services Worldwide, we pride ourselves on providing the highest standard of service to all clients.

However, we recognise that sometimes there may be queries or disputes, so we’ve put together the Complaints Procedure to outline what you can expect from us if you regrettably have to raise a complaint.

We follow this procedure to ensure all complaints are handled in the most efficient manner and to help us deliver a consistent service to an exceptional standard. This Complaints Procedure should be followed and completed BEFORE any action is taken by either party. (This includes legal action, charge back disputes, refunds, cancellations etc).

WHAT YOU CAN EXPECT FROM US
We want you to be highly satisfied with the service we provide. To achieve this, you can expect:
• A dedicated, UK & USA based Customer Service team who are trained to help and resolve any issues as quickly as possible.
• To receive clear communication and a detailed explanation of any action we intend to take.
• Complete confidentiality at Guest Services Worldwide of your personal and financial information

MAKING A COMPLAINT
At Guest Services Worldwide, we endeavour to resolve the majority of issues during the first point of contact with our Customer Services team. However, we understand that this isn’t always an option, so we can open an ongoing complaint where necessary.
If you have any reason to complain, you can do this in the following ways, but we believe that due to Guest Services Worldwide being a multi-national organisation the easiest and fastest way to resolve a complaint is by email to the below address.

Email: customer.services@guest-services.co.uk for customer service queries
Contract.compliance@guest-services.co.uk for contract or financial queries

Alternately, if you would prefer to write to us, you can contact us by post using the details below.

USA & THE AMERICA CONTINENT:
Guest Services Worldwide LTD
230 Park Avenue,
New York,
NY,
10169

EUROPE, ASIA, AFRICA, AUSTRALASIA & REST OF WORLD:
Guest Services Worldwide LTD
8 Avroe Crescent
Blackpool
LANCS
FY4 2DP
United Kingdom

Our offices are open between 07:00GMT and 22:00GMT, Monday to Friday, excluding British public bank holidays.

WHAT ARE THE POSSIBLE OUTCOMES
We aim to deal with all complaints efficiently, courteously and fairly. Whilst we always aim to provide the highest standards of service we also know that we are only human and occasionally errors can be made.
If, after reviewing your complaint, we identify that an error has been made, we will work with you to rectify this immediately. In many cases we are able to resolve the complaint within 48 business hours. If we are unable to resolve the complaint in that time we will contact you and:
• Acknowledge receipt of the complaint
• Inform you of who is dealing with the complaint
• Advise on how long we expect to take to resolve it
Furthermore, we will contact you regularly to update you on the progress of the complaint and advise you on how much longer we anticipate it will take to resolve. Please note, if a complaint is particularly complex, it may take longer to reach an outcome.

If together, a rare occasion occurs whereby we are unable to reach a resolution, we will send you a final response contact outlining the steps that have been taken and our final position on the complaint.