TrekBaltics, further onwards referred to as ‘we’, is committed to providing a high standard of service and/or product to every customer, every time. We do recognise, however, that occasionally we may not live up to your expectations.

Your comments are important. Not only do they allow us the opportunity to put things right for you, they also help us to enhance and improve our services and/or products for everyone who uses them. So, if you can suggest a way in which we could have served you better, please do let us know.

How to contact us

If you have a complaint about any aspect of our service(s) and/or product(s), then we need to receive it from you within 4 weeks of the end of your TrekBaltics holiday. You can contact us by phone, fax, mail or by e-mail. It is usually best to contact us by phone to discuss your complaint, as our Customer Services staff will do their best to work with you to resolve it. Our contact info can be found on our website www.trekbaltics.com under Contact Us.

What you need to provide

To help us investigate and resolve your complaint as quickly as possible, please provide us with the following information:

• Your name, full address, and e-mail address;
• Name of the used product of service for which you have a concern or complaint;
• A clear description of your concern or complaint;
• Details of what you would like us to do to put it right;
• Copies of any relevant documents such as correspondence;
• A daytime telephone number where you can be contacted.

How we will respond

We will do our best to resolve your complaint as soon as possible and with the minimum of inconvenience to you. The first step is for us to be really clear on what the problem is, and to identify with you what we can do to put it right. The more information you can give us the better.

Sometimes we will not be able to resolve your problem 'on the spot'. If we are unable to resolve your complaint by the following day, we will:

• Send an acknowledgement of your complaint in writing within three working days together with your unique case reference number
• Confirm who will handle your complaint and how you can contact them. On occasions, to ensure that your complaint is reviewed by the most appropriate person, this may not be the person to whom you complained initially.

If your complaint is particularly complex in nature, we will seek to keep you informed of the progress we are making as our investigations continue. We will aim to resolve your complaint within four weeks. If we are unable to do so, we will send you a written update at that time to explain what is happening and let you know when we expect to resolve your complaint. After eight weeks we will send you a final response or a further progress report on our investigations.

If you are still unhappy

We aim to resolve all complaints as quickly as possible, and to the complete satisfaction of our customers. If, for whatever reason, you are unhappy with the response you receive from us, please contact the person or department who handled your complaint.

Most important

We value your feedback. Help us to get it right every time, for every customer!