COMPLAINTS POLICY

This Policy.

This policy explains how:

• you, the customers, can raise a complaint about our services; and
• how we will deal with complaints.

We will always aim to provide high quality services and to provide a high standard of customer care. We
recognise however that sometimes we may not get things right and as such, it is important that you can raise any
issues or complaints with us.

How to Make a Complaint

If you would like to make a complaint, you can do so via email to: Bookings@cruiseazureparking.com

Information

Please include the following information in your complaint:

• Your full name
• Your contact details (telephone and email)
• The fact that you are raising a complaint
• Any relevant dates and times which are relevant to your complaint
• The type of services we have provided to you
• Any order or reference numbers we have provided to you
• A key summary of the problem or problems you have experienced and why the services were not
  satisfactory.

What to Expect

Complaints will be processed and looked at during our business hours which are:

Monday to Friday 9am-5pm

Complaints will be dealt with by our complaints manager: Ahmed Soliman

Acknowledgement

We will acknowledge your complaint within 3 business days of our receipt of it.

Investigation

Our complaints manager will then conduct a thorough investigation into your complaint. Our complaints manager
may need to contact you in order to obtain further details during the investigation.

Response

A response to your complaint will ordinarily be provided to you via email.

Our complaints manager will ordinarily provide the full response within 14 business days of our receipt of your
complaint. Sometimes, the investigation may take longer. If this is the case our complaints manager will contact
you to tell you, and you will be provided with a revised timeframe within which you should expect to receive a
response. You will receive regular updates thereafter.

Our complaints manager may agree with all or some of your grounds of complaint. If this is the case, we will aim
to offer a satisfactory solution to you, which may include:

• A full refund
• A partial refund
• Provision of the services again

We will offer the solution which our complaints manager judges is most appropriate in the circumstances. The
above examples are the usual solutions we may offer, although there may be occasions where we offer a
different solution where this is appropriate.

If our complaints manager does not agree with your grounds of complaint, you will be provided with full details to
explain why this is the case