Complaints Policy
Introduction
RA Writers For Hire Ltd (also trading as RA Book Editing) is committed to providing a high quality service to all clients. We value your feedback and when something goes wrong, we need you to tell us about it. This will allow us to put things right for you and to help improve our service for others in the future.
Making a complaint
We take all complaints seriously and use valuable information from investigating complaints to help us improve our services. We aim to handle complaints quickly, effectively and in a fair and honest way. We treat all complaints in complete confidence.
How to make a complaint
You can complain by sending an email to us at info@rawritersforhire.com. Describe your complaint in as much detail as possible, giving dates, times, names, locations and other specific information. Provide supporting documentation with your email.
Time limits
You should register a complaint as soon as you can after the date on which the event occurred, preferably within one month. If you complain more than twelve months later, we may not be able to investigate properly. Consideration will, however, be given as to whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.
How we handle complaints
A director will initially review the complaint. We will acknowledge a complaint within five working days and give you the name and contact details of the person investigating it. While investigating your complaint, we may contact you to discuss the issue and ask for further information or evidence. We will update you on the progress of the investigation. We aim to have all complaints completed within 28 working days unless we agree a different time scale with you in advance.
Outcome
We will write to you within 28 days of receiving your complaint, confirming the outcome of our investigation. At this stage, if you are still not satisfied, please let us know the reasons for your dissatisfaction by writing to the person who handled your complaint within 14 days of receiving the outcome of our investigation. We will carry out a further review of your complaint and notify you of our final position within 28 days of receiving your email or registered letter.
Further information
If you are still dissatisfied at this stage, you can refer the matter to a certified Alternative Dispute Resolution (ADR) provider.