Rhics Complaints Policy

At RHics Ltd, we strive to ensure the highest standards of service and satisfaction for all our clients. However, we understand that there may be occasions where concerns or complaints arise. This policy outlines our commitment to effectively addressing and resolving complaints in a timely and transparent manner.

Complaints can be raised through the following channels:

1. Via our Website:
   • Visit rhics.io/contacts
   • Fill out the dedicated complaint form provided on our website to initiate your complaint submission.
2. By Emailing Us:
   • Send your complaint directly to info@rhics.io
   • Include detailed information about your concern, ensuring to provide all necessary contact details for effective communication.

Upon Receiving a Complaint, We Will:

Acknowledgement:

• Acknowledge Receipt: We commit to acknowledging receipt of your complaint within 24 hours of its submission.
• Provide Reference Number: A unique reference number will be assigned to your complaint for easy tracking throughout the resolution process.

Logging and Documentation:

• Log and Record: Your complaint will be logged promptly into our secure Customer Relationship Management (CRM) system.
• Document Details: We will carefully document all relevant information and details provided by you to ensure a comprehensive understanding of the issue.

Investigation and Resolution:

• Assign to Appropriate Department: The complaint will be assigned to the relevant department or individual best suited to investigate and address the issues raised.
• Thorough Investigation: Our team will conduct a thorough and impartial investigation into all aspects of your complaint.
• Timely Resolution: We aim to resolve your complaint promptly and within a reasonable timeframe, prioritising your satisfaction and swift resolution.

Communication:

• Keep You Informed: Throughout the investigation process, we will keep you informed of the progress made and any actions taken to address your concerns.
• Regular Updates: If the resolution process extends beyond initial expectations, we will provide regular updates to keep you informed of the ongoing efforts.

Resolution and Closure:

• Written Response: Following the investigation, we will provide you with a detailed written response outlining the findings and outcomes of our investigation.
• Offer Solutions: We will offer appropriate solutions or remedies to address the issues identified, ensuring a satisfactory resolution.
• Confirm Satisfaction: We will seek confirmation from you that you are satisfied with the resolution provided.

Review and Learn:

• Internal Review: After resolving your complaint, we conduct an internal review of the process to identify any areas for improvement.
• Continuous Improvement: Your feedback from complaints is invaluable to us as we strive to enhance our services and prevent future issues, ensuring continuous improvement and customer satisfaction.

At RHics Ltd, we are committed to addressing your complaints with diligence, transparency, and respect. Your satisfaction is our priority, and we welcome your feedback to help us deliver exceptional service and maintain your trust.

For further assistance or information regarding our complaints process, please do not hesitate to contact us at info@rhics.io or visit our website at rhics.io/complaints.