If you have any problem during your holiday, you must report this immediately to our 24*7 hotline number specified in your final trip documents or to our local representative. Whenever possible (applicable) you should also obtain written evidence of the complaint while you are away. If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to us, giving your booking reference and all other relevant information. If you do not take these steps, you will deny us the opportunity of either resolving the problem on the spot or investigating if fully, and any entitlement you may have to compensation may be extinguished. We are also unable to consider any claim where the assistance or advice of our local representatives has been unsought, rejected or ignored.
If you have a complaint, please contact our Head Office Customer Services. All complaints are dealt with in writing. You can write at: Go Russia, Customer Services, Boundary House, Boston Road, London W7 2QE, UK or send an email: firstname.lastname@example.org
Please enclose copies of any previous correspondence that you may have had with us and any paperwork that is at all relevant e.g. receipts, bookings, etc.
We will acknowledge receipt of your complaint within 2 working days via email or post (in case we do not have you email address on file).
There are occasions where a customer may feel the need to speak to a Managing Director directly. We will always endeavor to consider these requests, but we would ask our customers to contact our Customer Service team in the first place in order for their complaint to be dealt with in a consistent manner. Please note, our Customer Service team is best placed to record the customers' experience and offer a resolution. Our Directors are kept up to date with customer correspondence and will take appropriate action where necessary to improve our services as a result of complaints received.
Claims relating to other operators - any complaint or claim referring to another operator’s services or other agencies, will be acknowledged and forwarded within two days of receipt.
We will then start to investigate your complaint. All complaints will be fully and fairly investigated. We will make reasonable endeavors to address all issues raised. Our aim is to respond within 15 working days of receipt of a written complaint. If further investigation is required a further letter will be sent. We aim to finalise more complicated issues within 20 days.
If we have to change any of the time scales above, we will let you know and explain why. We will offer compensation when appropriate.
We aim to satisfy complaints with our first response and provide detailed and honest responses to any concerns raised. If you are unhappy with our first response and you contact us again, your complaint will be reviewed. We will examine our first reply and the information you have provided for us. We will send you a detailed reply to your complaint. This will include our suggestions for resolving the issue. We will do this within 10 working days.
If necessary we may ask you to speak to the member of staff who dealt with you to reply to your complaint. Within two days of our conversation we will write to you to confirm what took place and any solutions that have been agreed with you. If you do not want a personal conversation or it is not possible, we will send you a detailed reply to your complaint.
At this stage, if you are still not satisfied you can write to us again and your complaint will be reviewed by the Managing Director.
We will write to you confirming our final position on your complaint and explaining our reasons. The Managing Director decision will be final.
Please note, we expect our customers to maintain a level of courtesy and politeness whilst we are given the opportunity to resolve their complaint. We do not expect our staff to tolerate verbal abuse or threats or any other manner of intimidating behavior from customers. If in the unlikely event that this escalates to a situation where we are receiving abusive or threatening calls and letters from a specific person we will take appropriate actions.
We are grateful for our customers’ cooperation with this policy.