Complaints Policy
Rootshell Security is committed to maintaining the highest standards of integrity, accuracy, and professionalism in all aspects of our work. We value feedback from our clients, partners, and stakeholders and view complaints as an opportunity to learn, improve, and enhance our services. This complaints policy outlines our approach to addressing concerns in a fair, transparent, and timely manner.
Scope
This policy applies to all complaints received regarding our services, communications, editorial content, or any other aspect of our operations.
We encourage anyone who interacts with Rootshell Security to voice their concerns if they believe we have not met our stated commitments or expectations.
Principles
Rootshell Security handles complaints with a commitment to fairness, respect, and confidentiality. We ensure that all complaints are treated seriously, investigated thoroughly, and resolved promptly.
Our process is designed to be accessible and straightforward, ensuring that individuals feel comfortable raising concerns without fear of discrimination or reprisal.
How to Make a Complaint
Complaints can be submitted via email, phone, or through the contact form on our website. To help us address the issue effectively, complainants are encouraged to provide as much detail as possible, including the nature of the complaint, relevant dates, and any supporting documentation.
We also request that complainants provide their contact information so we can follow up as needed.
Handling Process
Upon receiving a complaint, we will acknowledge receipt within two working days. An initial assessment will be conducted to determine the appropriate course of action.
Where necessary, the complaint will be escalated to the relevant department or senior management for further investigation.
We aim to provide a comprehensive response within 10 working days. If more time is required due to the complexity of the issue, we will keep the complainant informed of the progress.
Resolution and Follow-Up
We strive to resolve complaints to the satisfaction of all parties involved. Where appropriate, corrective actions will be taken to prevent similar issues from occurring in the future.
Complainants will be informed of the outcome of their complaint, and we welcome any further feedback to ensure continuous improvement.
Confidentiality and Data Protection
All complaints will be handled with the utmost confidentiality. Information provided will only be shared with those directly involved in the investigation and resolution process.
Rootshell Security complies with data protection regulations to ensure that all personal information is handled securely and responsibly.
Continuous Improvement
Rootshell Security uses complaints as a valuable tool for learning and development. Trends and recurring issues are analysed to identify areas for improvement.
Feedback from complaints is incorporated into our operational and strategic planning to enhance the quality of our services.
Conclusion
Rootshell Security is dedicated to addressing complaints promptly, fairly, and respectfully. We believe that constructive feedback is essential for growth and continuous improvement.
By adhering to this complaints policy, we reaffirm our commitment to providing exceptional service and maintaining the trust of our clients and stakeholders.
