Complaints Policy

1. Our Commitment

We take customer complaints seriously and aim to listen carefully to your concerns, treat every complaint fairly and respectfully, investigate complaints objectively, communicate clearly throughout the process, work with relevant suppliers where necessary, and provide a fair response within a reasonable timeframe.

Making a complaint will not affect your ability to use our services or make future enquiries with Makkah Gateway Ltd.

2. How to Make a Complaint

If you experience a problem with our service, please contact us as soon as reasonably possible.

Complaints can be submitted through the contact details published on our website, including by email, telephone or other available communication channels.

Where possible, complaints should be made in writing so that we can properly record and investigate the matter.

Please include the following information:

• Your full name
• Booking reference
• Contact details
• Date of travel or service
• Details of the service concerned
• A clear description of the problem
• Details of any communication already made with us or a supplier
• The outcome or resolution you are seeking

3. Complaints During Your Trip

If you experience a problem while travelling, please contact Makkah Gateway Ltd as soon as possible.

Where the issue relates to a hotel, airline, transport provider, visa service or another third-party supplier, you should also report the problem to the relevant supplier or representative at the time it occurs.

This gives the supplier an opportunity to investigate and, where possible, correct the problem while you are travelling.

Customers should keep copies of relevant correspondence, photographs, receipts, booking documents and other evidence that may assist with the investigation.

4. Acknowledgement

We aim to acknowledge written complaints within a reasonable period after receiving them.

The acknowledgement may confirm that the complaint has been received, the person responsible for handling it, any additional information required, and the expected next steps.

The time required to investigate a complaint may vary depending on its complexity and whether information must be obtained from third-party suppliers.

5. Investigation

We will review the information provided and investigate the circumstances of the complaint.

Where necessary, we may contact relevant third parties, such as airlines, hotels, transportation providers, visa service providers, tour operators, or other suppliers involved in the booking.

We may request additional information or supporting evidence from the customer where necessary.

6. Response and Resolution

After investigating the complaint, we will provide a response explaining our findings and, where appropriate, the steps we propose to resolve the matter.

Depending on the circumstances, a resolution may include an explanation or clarification, correction of an error, assistance with a supplier issue, a refund where applicable, compensation where legally or contractually due, or another appropriate resolution.

Any refund or compensation will be subject to the applicable booking terms, supplier conditions and UK consumer law.

7. Complaints Involving Third-Party Suppliers

Some services arranged through Makkah Gateway Ltd may be provided by independent third-party suppliers.

Where a complaint concerns a third-party service, we may need to refer the matter to the relevant supplier for investigation.

We will provide reasonable assistance in communicating with the supplier where appropriate.

The outcome may depend on the supplier's contractual obligations, policies and the circumstances of the complaint.

8. Urgent Complaints

Issues that may affect a customer's immediate safety, accommodation, transportation or ability to travel should be reported to Makkah Gateway Ltd as soon as possible.

Customers should also contact the relevant emergency services or local authorities where there is an immediate safety or medical emergency.

9. Escalating a Complaint

If you are dissatisfied with our initial response, you may request that the matter be reviewed further.

Please explain why you remain dissatisfied and provide any additional information or evidence that you believe should be considered.

We will review the matter and provide a further response where appropriate.

10. Alternative Dispute Resolution

Where applicable, customers may have access to an appropriate alternative dispute resolution (ADR) process or other independent dispute-resolution mechanism.

Details of any applicable ADR provider or relevant industry dispute-resolution arrangements will be provided where they apply to the specific booking or service.

Nothing in this policy prevents a customer from exercising any statutory rights available under applicable UK law.

11. Time Limits

Customers should raise complaints as soon as reasonably possible after the issue occurs.

For complaints relating to a travel service, early notification is particularly important because it may allow Makkah Gateway Ltd or the relevant supplier to investigate and resolve the issue while the circumstances can still be verified.

Where a contractual or legal time limit applies to a particular claim, that time limit will continue to apply regardless of this complaints procedure.

12. Evidence and Documentation

To help us investigate a complaint, customers may be asked to provide relevant supporting documents, such as:

• Booking confirmation
• Receipts
• Emails or messages
• Photographs
• Travel documents
• Supplier correspondence
• Invoices
• Other relevant evidence

13. Confidentiality and Personal Information

Information provided as part of a complaint will be handled in accordance with our Privacy Policy and applicable data protection legislation.

We will only use personal information where reasonably necessary to investigate and respond to the complaint and to meet our legal or contractual obligations.

14. No Retaliation

Customers will not be penalised for making a genuine complaint.

We encourage customers to raise concerns honestly and promptly so that we have an opportunity to investigate and improve our services.

15. Policy Updates

Makkah Gateway Ltd may update this Complaints Policy from time to time to reflect changes in our services, legal requirements or complaint-handling procedures.

The latest version will be published on our website.

16. Contact Details

For complaints or customer service enquiries, please contact Makkah Gateway Ltd using the contact details published on our website.

• Makkah Gateway Ltd
• Company Number: 13084240
• Registered Office: 19 Ritter Street, London, England, SE18 4DT