RSMA Feedback Policy

 

Feedback to RSMA

Here at the RSMA, we welcome your feedback. All feedback, whether positive or otherwise is important to us in developing our overall experience for our staff, members, partners, customers and suppliers. We welcome and encourage all feedback, both positive and negative, in relation to the products and services we offer and provide.

 

Positive Feedback:

If you have had a positive membership or client experience, or if the support, products or services you have received through the RSMA have met or exceeded your expectations, please contact us and let us know.

 

Negative Feedback:

If your experience of the RSMA has failed to meet your expectations, or the products and/or services we have provided have not been the standard you expected, please contact us and let us know. We strive to resolve your issues as quickly as possible and encourage you to contact us as soon as possible in a bid to resolve the issue before it escalates.

 

The aim of our complaints policy:

• We will ensure a fair, transparent and timely complaints investigation is undertaken.
• We will ensure we fully understand the complaint and comprehend its importance to you and your business.
• We will keep you informed of any developments with regards to your complaint.
• We will provide a dedicated person to investigate your complaint.
• We will nominate a dedicated person who will conduct an investigation into your complaint.
• A final response will be submitted to you within a specified timeframe.

 

Confidentiality

All information which you submit regarding the complaint will be treated as sensitive information and handled accordingly under the Data Protection Act 1998.

 

Our Procedure:

1. All complaints must be received in writing and will be acknowledged within three working days.
2. Within 10 working days, your complaint will be logged internally and a nominated person will be allocated to investigate; you will receive confirmation of the nominated investigator, along with a proposed timescale.
3. A final response will be issued by the nominated investigator – this will include a report of all the findings related to the complaint.
4. If you are dissatisfied with the conclusion of the complaint, you are able to appeal to the CEO, who will review and respond within 20 working days; appeals must be submitted in writing.
5. The CEO’s response to the complaint is considered final.

 

To appeal the findings of the investigation into your complaint, please use the following contact details:

George Lee
RSMA
Unit 35 Corringham Road Industrial Estate
Gainsborough
Lincolnshire
DN21 1QB

+44 (0)1427 610101

 

Contact information for all feedback:

Please mark all feedback for the attention of Sarah Hughes, Membership Services Manager:


RSMA
Unit 35 Corringham Road Industrial Estate
Gainsborough
Lincolnshire
DN21 1QB

+44 (0)1427 610101