Submitting a Complaint:
At Renix, we are dedicated to providing the highest quality service. However, if you are dissatisfied, you can submit a complaint via email at it@renix.co.uk or by letter. Whether it relates to a specific service or a broader concern, we are committed to hearing your grievances. Please note that raising limited concerns about a particular service may be considered an appeal rather than a complaint.
Recording a Complaint:
We maintain a strict policy of recording all complaints and their outcomes in a comprehensive complaints log, ensuring all details, including corrective actions, are documented for continuous improvement.
Who Can Lodge a Complaint?:
Anyone who has utilized our services, either as a direct user or as a registered stakeholder, can lodge a complaint. In instances where a third party submits a complaint on behalf of a service user, additional authorization in accordance with the General Data Protection Regulations (GDPR) 2018 may be required. We also welcome feedback from the general public.
Investigating a Complaint:
We treat every complaint with utmost seriousness. A dedicated staff member conducts thorough investigations, which could include a review of service records and inter-departmental coordination.
To ensure the highest standard of complaint handling, we provide extensive training to our complaint handlers, routinely updated to comply with regulatory changes and our governing body’s requirements.
In specific cases, the Appeals Team may directly address complaints following our internal appeals policy.
Investigating a Complaint:
We aim to acknowledge complaints within 5 working days and provide a response within 10. However, all complaints will be acknowledged within 10 working days, with a comprehensive response delivered within 20. If we can’t respond within 20 working days, we will inform you about the delay and provide an estimated resolution date.
Once the complaint has been investigated, we’ll notify you of our decision, explaining the rationale behind it. Our goal is to respond to all issues raised in a clear, informative, and professional manner.
If you are unsatisfied with the resolution of your complaint, we will guide you on the process to escalate it to our governing body, the Independent Complaints Panel (IPC).