Complaints and Service Recovery Policy

Last updated: June 2026

Octobere aims to deliver clear, professional and reliable support. If a client, partner or traveller is unhappy with a service, we want to understand what happened and resolve the issue fairly.

1. How to raise a complaint

Complaints should be sent to hello@octobere.com with the subject line "Complaint" and should include the request reference, service date, traveller name where relevant, location, supplier details if known and a clear summary of the issue.

2. What we will do

• Acknowledge the complaint within a reasonable timeframe.
• Review the request history, messages, supplier records and service reports.
• Ask the supplier or partner for clarification where needed.
• Assess whether the issue was caused by Octobere, a supplier, incorrect information, operational restrictions or circumstances outside anyone's control.
• Provide a clear response with any proposed resolution.

3. Possible outcomes

• Explanation of what happened.
• Apology where appropriate.
• Service recovery action for a future request.
• Partial refund or credit where appropriate and permitted by supplier terms.
• Supplier escalation or removal from preferred supplier list.
• Process improvement or internal training.

4. Partner complaints

Where Octobere supports a business partner's client, we will normally work with the partner as the main point of contact unless direct client communication has been agreed. We will provide the partner with clear information to support their own client response.

5. Time limits

Complaints should be raised as soon as possible after the service. Delays may make it harder to obtain supplier reports, CCTV, staff recollections or operational evidence.