Procedure

customer complaints

At RYR Ltd, we are committed to delivering the highest standards of service. We value all feedback and view complaints as an opportunity to learn and improve. If you are dissatisfied with any aspect of our service, we encourage you to let us know so we can address your concerns promptly and effectively.

Our commitment
to you

We will:

• Handle all complaints fairly, efficiently, and professionally

• Ensure a consistent and transparent approach across the organisation

• Resolve issues in a timely and respectful manner

• Use your feedback to enhance our services and customer experience

What constitutes as a complaint?

A complaint is any expression of dissatisfaction about:

A service or product provided by RYR Ltd

A decision or action taken (or not taken) by our team

The conduct of our staff or representatives

Complaints may be raised informally (e.g., through a conversation or email) or formally (via our official complaints process). In either case, we are committed to finding a satisfactory resolution.

How to make a complaint

You can submit a complaint by emailing monicastonham@ryrltd.com who will pass it onto the relevant area.

Please include as much detail as possible, including your contact information, the nature of the complaint, and any relevant documentation.

What happens next?

Acknowledgement: We will acknowledge receipt of your complaint within e.g., 2 working days.

Investigation: Your complaint will be reviewed by the appropriate department.

Response: We aim to provide a full response within e.g., 10 working days. If more time is needed, we will keep you informed.

Resolution: We will explain the outcome and any actions taken to resolve the issue.

Follow up: We will contact you to follow up the resolution to ensure complete satisfaction.

Close out: We will let you know when we have closed your enquiry

Further steps

If you are not satisfied with the outcome, you may request a review or escalate the matter to a senior manager. Details on how to do this will be provided in our response.