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Complaints Handling Procedure

We're Sorry You're Unhappy - Let Us Help

We genuinely regret that you've had an experience that requires you to make a complaint.

At Radanks Limited, we are committed to providing the highest standards of service, and we take all feedback very seriously and use it as an opportunity to improve.

Please be assured that your concerns are important to us, and we are dedicated to resolving them fairly and efficiently.

For detailed information on how to submit a complaint and what you can expect from our resolution process, please refer to our comprehensive Complaints Handling Policy

Complaints Procedure Summary

Please note: This summary is provided as a general guide to our complaints handling procedure. For complete details, specific timeframes, and full terms and conditions, please always refer to our full and officially published [Complaints Handling Policy Document/Page - insert link here].

We strongly recommend raising your initial concern directly with the individual you have been dealing with. Addressing issues immediately can often lead to swift resolutions. If they are unable to resolve your concern, they will explain why, and you may then proceed with the "Complaints Procedure" outlined below.

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Step 1: Informal Complaint

We encourage you to first discuss your concern directly with the Radanks team member you have been dealing with. Often, a direct conversation can lead to a swift and satisfactory resolution. If they cannot resolve your issue, they will inform you, and you can then proceed to a formal complaint.

Submit an Informal Complaint

Step 2: Formal Complaint Submission

To log a formal complaint, please use our dedicated contact form linked at the bottom of this page. It's important to provide all relevant details about your concern, including any preferred resolution you may have in mind, to help us investigate efficiently.

Step 3: Our Investigation Process

We will acknowledge your complaint within 5 working days. An independent party will thoroughly investigate your concerns, and we aim to provide a detailed report with our findings and conclusions within 21 working days. We may contact you for further information during this time.

Step 4: Appeals Process

If you are unsatisfied with our initial resolution, you can submit an internal appeal to Radanks within 14 days. For complaints related to mediation services or training courses, and if you remain dissatisfied after our internal process, you may then escalate your complaint to the Civil Mediation Council (CMC) within one month of our final response, following their specific guidelines.

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