How to Lodge a Complaint

We have outlined a procedure below to follow should our clients wish to lodge a complaint about any service offering supplied by Up Close Tours.

To lay a complaint:

  • Contact the Up Close Tours office by email via complaints@upclosetours.co.za or telephonically +27 21 554 4965
  • Identify the specific problem, giving as much detail as possible. If you have any documentation, arrange to send through copies
  • Specify how you would like your complaint addressed, i.e. would you like a refund or something else?
  • The Up Close Tours call recipient will try to resolve the matter directly and speedily, however, should this process for any reason fail, we suggest you request that a more senior Up Close Tours representative attend to the matter
  • Your complaint will be documented and a record of the telephone conversation/emailed complaint be sent to you for your records. Please ensure that you make a note of the person to whom you spoke and the date on which the conversation(s) took place
  • We will endeavour to settle the dispute as quickly as possible

Should you not be entirely satisfied with the outcome, you are welcome to contact the South African Office of the Consumer Protector (OCP) in one of the following ways:

Call the OCP toll free number on 0800 007 081
Contact the OCP Advice Office on +27 21 483 5872
Visit the OCP at:
Ground floor
Waldorf Arcade
80 St George’s Mall
Cape Town

Write to the OCP:
PO Box 979
Cape Town
8000

Send a fax to:
+27 21 483 5872

Send an e-mail:
consumer@pgwc.gov.za

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