Complaints Procedure for PR Agency One

Introduction

At PR Agency One, we recognise the critical importance of feedback in all its forms. Complaints are not just challenges; they are opportunities—opportunities to improve our services, rectify misunderstandings, and strengthen trust with our clients. We are committed to handling any concerns with the utmost fairness and promptness, ensuring that our dedication to excellence and client satisfaction remains unwavering.

Scope

This procedure covers complaints related to the quality of service, delays, communication issues, and any other aspect of our engagement that may not meet your expectations. Exclusions include complaints related to third-party services for which PR Agency One is not directly responsible.

How to File a Complaint

Channels: Complaints can be submitted via email, phone, or an online form available on our website.

Information to Provide: Please include a detailed description of your concern, the desired outcome, and any relevant documentation or correspondence. This information will help us to understand and address the issue more effectively.

Complaints Handling Process

Acknowledgment: You will receive an acknowledgment of your complaint within 2 business days.

Assessment and Investigation: Our team will assess your complaint and may contact you for further information. We aim to resolve all complaints within 10 business days of receipt.

Resolution: We will inform you of our decision and the reasons behind it. If applicable, we will outline the steps taken to rectify the issue.

Follow-Up: A follow-up may be conducted to ensure your satisfaction with the resolution and to discuss any measures taken to prevent future issues.

Confidentiality

We assure all our clients that the complaints process is confidential, encouraging openness and honesty in sharing concerns.

Escalation Process

If you are dissatisfied with the resolution, you can request an escalation of your complaint. Details of the internal escalation process and information on external bodies you can approach will be provided upon request.

Monitoring and Improvement

Complaints are a valuable tool for monitoring our service quality and driving continuous improvement. We are committed to learning from each complaint to enhance our services.

Contact Information

For filing complaints or inquiries about this procedure, please contact:

Accessibility

We are dedicated to ensuring our complaints procedure is accessible to all clients, including those with disabilities. Please contact us if you require any assistance in accessing or understanding this procedure.

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