Complaints Policy

Rouge Media is committed to providing high-quality services to its clients. Rouge Media will use complaints as an opportunity to improve its services. This Complaints Policy provides a fair and transparent process for handling complaints.

Purpose:

This complaints Policy provides a fair and transparent process for handling complaints from Rouge Media Limited clients.

Scope:

This policy applies to all complaints related to the services provided by Rouge Media, including website design, development, and maintenance.

Complaints Process:

Clients should write complaints to [email protected] or Mortimer House, 49 Church Street, Theale, Reading, RG7 5BX.

Rouge Media will acknowledge the complaint within 5 business days of receipt and assign a complaint reference number.

Rouge Media will investigate the complaint and respond within 10 days of acknowledgement.

If Rouge Media requires more time to investigate the complaint, Rouge Media will inform the client of the reason for the delay and provide an estimated timeframe for response.

Once the investigation is complete, Rouge Media will provide the client with a written response that includes a summary of the investigation, its outcome, and any proposed remedial action. Rouge Media will also keep a record of all complaints received and the outcome of the investigation.

Confidentiality:

Rouge Media will treat all complaints received confidentially. The client’s personal information will be kept secure and will only be used to investigate and resolve the complaint.

Responsibilities:

Rouge Media’s management is responsible for implementing and maintaining this policy. All employees are responsible for adhering to it and ensuring that complaints are handled promptly and professionally.