RecPal Complaints Policy
Introduction
At RecPal, we are committed to providing a high-quality service to all our clients. We acknowledge that on occasions, things may not go as planned. In such instances, we want to hear from you. Your feedback helps us to improve our services and resolve any issues that may arise.
Scope
This policy applies to complaints regarding the services provided by RecPal, including but not limited to document storage, editing, and management of Policies and Procedures for healthcare organizations in the UK.
How to Make a Complaint
- Initial Contact: If you have a complaint, please contact our customer service team via email at support@recpal.co.uk. Provide a clear description of your issue and any relevant details that could assist us in resolving the matter.
- Acknowledgement: We will acknowledge receipt of your complaint within 3 business days and provide you with the name and contact details of the individual handling your case.
- Investigation: Your complaint will be investigated thoroughly and impartially. We may need to contact you to seek further information or clarification during this process.
- Response: We aim to resolve complaints as quickly as possible. You will receive a formal response to your complaint within 14 business days of the initial receipt. If we are unable to meet this deadline, we will keep you informed about the progress.
Confidentiality
All complaints received will be handled with strict confidentiality and in accordance with applicable data protection regulations.
Continuous Improvement
We regularly review our complaints to identify patterns and areas for improvement. This process is part of our commitment to enhancing the quality and effectiveness of our services.
Contact Information
For any queries regarding this policy or our services, please contact us at:
- Email: support@recpal.co.uk