Complaints Procedure

Glow & Smile Travel Ltd is committed to providing the highest standard of service. We take every complaint seriously and aim to resolve all issues promptly, fairly, and professionally. This procedure applies to all patients, enquirers, and individuals who have interacted with our services.

1. How to Make a Complaint

You can raise a complaint by:

• Email (preferred): n.abdullah@glowandsmiletravel.co.uk — please use the subject line: COMPLAINT – [Your Name] – [Date]
• Post: Noha Abdullah, Glow & Smile Travel Ltd, 24 Pickwick House, London W11 4DP

When making your complaint, please include: your full name and contact details, a description of the issue and when it occurred, any supporting documents or evidence, and what outcome you are seeking.

2. Who Handles Complaints

All complaints are handled by Noha Abdullah, Founder & Director, who has full authority to investigate and resolve complaints on behalf of Glow & Smile Travel Ltd.

3. Our Process

• Stage 1 – Acknowledgement: We will acknowledge your complaint within 2 working days.
• Stage 2 – Investigation: We will investigate thoroughly and impartially, reviewing all relevant correspondence and records.
• Stage 3 – Response: We will provide a full written response within 20 working days, setting out the outcome and any action taken.

4. If You Are Not Satisfied

If you remain dissatisfied after our final response, you may refer your complaint to an alternative dispute resolution (ADR) scheme. As a Package Travel provider, we are required to signpost you to an approved ADR body. Details will be provided in our final response letter.

5. Package Travel Regulations 2018

Package Travel Regulations 2018 apply, but there's no insolvency protection shown anywhere on the site, which the regulations require if they do apply.

Contact details