Complaints Policy

Purpose:

The purpose of this Complaints Policy is to provide a fair and transparent process for handling complaints from clients of Rouge Media Limited.

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 submit complaints in writing to [email protected] or to 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 provide a response to the client 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, the outcome of the investigation, and any proposed remedial action. Rouge Media will keep a record of all complaints received and the outcome of the investigation.

Confidentiality:

All complaints received by Rouge Media will be treated confidentially. The client’s personal information will be kept secure and will only be used for the purpose of investigating and resolving the complaint.

Responsibilities:

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

Conclusion:

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