Complaints Policy

At Maqaam Tours, we are committed to providing our customers with exceptional service. We understand that sometimes things may not go as planned, and when this happens, we want to hear from you. Your feedback is essential in helping us improve our services and ensuring that your spiritual journey is as fulfilling and trouble-free as possible.

Complaints Procedure

1. Reporting Your Complaint:

• Immediate Concerns: If you have a complaint during your journey, please notify your tour guide or our local representative immediately to allow us the opportunity to rectify the issue as soon as possible.
• After Your Journey: If you wish to make a complaint after your return, please submit it in writing within 7 days of your travel date. You can email us at info@maqaamtours.com or send a letter to East London Business Centre, 54-56 Greenfield Road, London E1 1EJ.

2. Acknowledgment of Complaints:

• We will acknowledge receipt of your complaint within 48 hours and provide a reference number/ response for your records.

3. Investigation Process:

•  Your complaint will be thoroughly investigated by our team. We aim to resolve complaints quickly and effectively, and we will keep you updated on the status of your complaint at regular intervals.

4. Resolution:

• We will strive to resolve your complaint within 30 days of receipt. If it takes longer, we will inform you of the progress and expected resolution date.
• Once the investigation is complete, we will contact you to discuss the outcome and propose a resolution.

5. Feedback:

• After the resolution, we can send you a feedback survey to understand your level of satisfaction with how we handled your complaint. Your continued feedback is appreciated as it helps us to continually improve our service.

We value your patronage and sincerely wish to resolve any issues that arise. Thank you for choosing Maqaam Tours for your spiritual journey.