Complaint Procedure

We Care About Your Experience

At Comfy Travel, we believe that all travellers should be treated with respect, kept safe, and have a great time. We can enhance our services for everyone by listening to your feedback, including any concerns or complaints. We promise to listen, respond fairly, and make corrections when possible.

We want to hear from you if you are unsatisfied with any component of your time with Comfy Travel, such as the supported holidays, accessible accommodation, medical travel support, vehicle hire, or customer service. This website provides information on how to file a complaint, what to expect, and the available assistance.

1. What Is a Complaint?

Any issue about our services, staff, rules, or partners is a complaint. If you think that:

You didn't get the level of service you expected, you might want to file a complaint.
You felt unsafe, uncomfortable, or disrespected.
Your needs for booking, travel, or support were not addressed.
You have trouble with our personnel or support workers.
There was a problem with communication or a misunderstanding.
Something else went wrong or made your trip less fun.

We invite participants, family members, caregivers, staff, and partners to submit complaints, comments, and recommendations to us.

2. How to Make a Complaint

You can complain in any method that works for you. We take all complaints carefully and keep them private. We are pleased to assist you in filing a complaint.

How to File a Complaint:

You can ask a family member, friend, advocate, or support worker to assist you or file a complaint on your behalf.

3. What Information to Include

Please give as much information as you can when you make a complaint, like:

Your name and contact information (this is optional for anonymous complaints).
Information about what happened, including who was there, when it happened, and what transpired.
What the situation did to you.
What you want to happen or what you want to happen.
Any documentation that backs up your claim, such as emails, receipts, or images.

Our team is happy to assist you with the procedure if needed.

4. What Happens Next?

We address all complaints promptly and fairly.

How We Handle Complaints

Acknowledge

We will notify you that we have received your complaint within two business days.

Look at it

• A management or the Complaint Officer will review the information. • We might get in touch with you for more information.

Investigate it

• We investigate the problem, talk to the staff or partners involved, and go over records if necessary. • We might ask for your help or further information

Resolve

• We aim to address all concerns within 10 business days. We will keep you updated regularly if the problem is complicated.

Respond

• We will send you a clear written response that explains what we found and what we will do about it. If we agree with your complaint, we will apologise and inform you of the steps we will take to address the problem.