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Supplier Complaints Policy

Effective: 1 January 2025

Our complaints process. Our Customer Service Team (support@creativetourist.com) will do their best to resolve any problems you have with us or our services. If not, you may raise a formal complaint. We operate a two-stage complaints handling procedure. Our aim is to resolve any complaint to your satisfaction at Level One without further recourse to Level Two. If you are not satisfied at the end of Level One, you may escalate your complaint to Level Two. 

Level One: Upon receipt of your complaint, we will log the complaint and acknowledge receipt of it in writing within three (3) working days, giving you a Complaint Reference. We will also provide details of the person who will deal with the complaint. 

  • If your complaint relates to a specific individual or customer, that person will be informed of your complaint and given a fair and reasonable opportunity to respond. We ask that you do not contact the individual in question directly concerning the complaint while we are working to resolve it. 
  • If we require any further information from you, the Complaint Handler will contact you as quickly as is reasonably possible to ask for it. We ask that you use reasonable efforts to supply any such information or evidence quickly in order to avoid delaying the complaints handling process. If you are for any reason unable to provide any information we will use all reasonable efforts to proceed without it, however please be aware that we will not ask for further information unless we consider it important to the successful resolution of your complaint. 
  • We aim to resolve Level One complaints within fourteen (14) days, however in some cases, particularly if your complaint is of a complex nature, this may not be possible. If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it. At the conclusion of the Level One complaints procedure, regardless of the outcome, we will provide you with full details of our investigation, our conclusions from that investigation, and any action taken as a result. You will also be reminded of your right to appeal our decision and escalate the complaint to Level Two in the form of an Appeal.

Level Two: If you are not satisfied with the resolution of your complaint at Level One, you may appeal the decision within thirty (30) days, and have the complaint escalated to Level Two. Appeals are handled by one of our directors. 

  • Appeals, quoting your original Complaint Reference, should be directed to your original Complaint Handler who will forward the request. Receipt of Appeals will be acknowledged in writing within three (3) working days. When we acknowledge receipt of your Appeal we will also provide details of your Appeal Handler. 
  • If your complaint relates to a specific individual or supplier, that person will be informed of your Appeal and given a further opportunity to respond. We ask that you do not contact the person in question directly concerning the complaint while we are working to resolve it.
  • If we require any further information from you, the Appeal Handler will contact you as quickly as is reasonably possible to ask for it. We ask that you use reasonable efforts to supply any information to us quickly in order to avoid delaying the complaints handling process. If you are for any reason unable to provide information we will use all reasonable efforts to proceed without it, however please be aware that we will not ask for further information or evidence unless we consider it important to the successful resolution of your complaint.
  • We aim to resolve Level Two Complaints within thirty (30) days, however in some cases, particularly if your complaint is of a complex nature, this may not be possible. If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it. 
  • At the conclusion of the Level Two procedure, regardless of the outcome, we will provide you with full details of our investigation, our conclusions from that investigation, and any action taken as a result. Our decision at this stage is final.