1. What is a complaint?
Resillion defines a complaint as an expression of dissatisfaction about an act, omission, decision, or a service or product provided by us.
This policy covers complaints, disputes, appeals and feedback from our customers, applicants (for certification service), or any related parties.
It is our intention that any complaints are investigated thoroughly and resolved as quickly – and amicably – as possible.
2. How to make a complaint
We encourage you to contact us in writing by sending us an email.
Your email will be received by our Global Quality Team who will read it right away and initiate our internal complaint procedure. You may optionally wish to send a copy to your relevant sales or technical contacts at Resillion.
Please describe the issue as much as possible by including the information below:
- Area of Resillion and the relevant Resillion contact name(s).
- Project or product delivery reference number, where applicable.
- Advise us if this is a new complaint or you are responding to a previously notified complaint.
- Describe how you would like us to address you issue and what outcome you would like to see.
- You name, company name, job title, and preferred contact methods.
3. What happens next?
Our Global Quality Team wants to deal with all complaints quickly and effectively, and take corrective actions to prevent recurrence.
You will receive an automatic acknowledgement to your email immediately, and we will send a personal acknowledgement within 5 working days once your enquiry has been read by our colleagues.
We handle all complaints transparently, fully respecting confidentiality and impartiality, and not resulting in discriminatory actions. We will contact you should we need any additional information.
Depending on the nature of the issue, we will take appropriate action immediately, or as soon as is practical. Depending on the nature of the complaint we will investigate further and produce a plan for corrective actions for long term improvement.
We aim to send you the formal outcome within 1 month. If any investigation is protracted we will update you appropriately.