COMPLAINT HANDLING POLICY
We are sorry for the inconvenience caused, that has led you to this page. Radanks aims to provide high quality services which meet your needs. We believe we are able to achieve this most of the times; but if for any reason you are not satisfied with the services provided please follow the procedure below to let us know. We will respond to any complaint promptly and confidentially. We will take all criticism into account to improve our service in the future.
INFORMAL COMPLAINT
Have you tried raising your concern / complaint with the person you're dealing with? Sometimes its better to resolve any concern / complaint raised, immediately with the person you’re dealing with. They will address and try to resolve it for you. If they are unable to do so they will explain why and you will then be able to request for a formal investigation.
FORMAL COMPLAINT
If you would like to register a formal complaint you can do so using the contact form provided below. Please mention all details relevant to your concern / complaint clearly as this would help speed up the process of resolving it. If you would like a particular resolution, please let us know of that too.
WHAT HAPPENS NEXT
- All concerns / complaints raised will be formally acknowledged within five working days of receipt and will be officially logged.
- All complaints will be investigated and responded to within 21 working days of receipt. The complainant will be notified appropriately and in time if on any occasion more time is required to investigate.
- We may need to contact you for further information.
- Once the investigation is complete we will provide you with a report that will state and explain the conclusion of the investigation. The report will further provide you with details about how we are going to make things right.
ADDITIONAL POINTS TO NOTE
- All concerns / complaints must be raised within two weeks of the provision of service
- Any concern / complaint raised after this will require further explanation as to why you were not able to bring the matter to our attention within the time frame and we will need sufficient information to consider logging it.
- Any concerns / complaints raised 3 months after the provision of service will not be considered.
- If you are raising a concern / complaint on behalf of somebody else, you will need to provide written proof of having the authority to do so.
- If you are unsatisfied with the outcome of our investigation, we will provide you with details of a relevant third party where you can appeal on certain grounds and inform you of the steps to do so. ( If the complain / concern pertains to a Mediation Process or one of our Mediation training course you can contact the CIVIL MEDIATION COUNCIL at :
[The Civil Mediation Council Ltd
The International Dispute Resolution Centre,
70 Fleet Street,
London
EC4Y 1EU.
07841017905 ]
The Civil Mediation council will investigate the
concern / complaint further on certain grounds and more
information about their appeals process can be found here
https://civilmediation.org/for-the-public/complaints/ )
- This policy is updated biyearly