Complaints Procedure

Summary: We take complaints seriously. Contact your Agency first for booking issues; use Tour Solvers support and the complaints dashboard for platform or unresolved disputes.

1. Before you complain

For booking, payment, or service issues, contact the Agency named on your confirmation first — they are responsible for delivering your package.

2. Platform support (general)

Logged in: Dashboard → Support for account, technical, or marketplace questions.
Not logged in: Public Support or Free Consultation.
Email: support@toursolvers.com

3. Formal complaints (booking & agency conduct)

If you have an account and a dispute with an Agency or a serious platform issue:

Sign in to your account.
Go to Dashboard → Complaints.
File a new complaint with category, subject, and description. Link a booking if applicable.
You will receive a reference code (e.g. CMP-XXXXXX) for follow-up.

Agencies can respond in the complaint thread. Tour Solvers may escalate to admin review when flagged or unresolved.

4. What we can help with

Platform bugs, account access, misleading listings (after investigation).
Routing your case to the correct Agency.
Escalation and mediation where our policies apply.

5. What we cannot guarantee

Force an Agency to provide a refund outside their policy or law.
Control airline, hotel, or Saudi authority decisions.
Resolve disputes without cooperation from the Agency and necessary documentation.

6. Response times

We aim to acknowledge complaints within 2 business days and provide a substantive update within 10 business days for escalated cases. Complex travel disputes may take longer if third parties are involved.

7. UK / EEA users (GDPR)

Complaints about how we handle your personal data: email privacy@toursolvers.com. You may lodge a complaint with the UK ICO (ico.org.uk) or your local supervisory authority.