COMPLAINT HANDLING 

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RCMR views complaints as an opportunity to gain experience and improve for the future, as well as a chance to put things right with the person or organisation making the complaint.

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The organisation aims to:

✓ Be transparent about its complaints policy and procedure

✓ Ensure the provision of a fair complaints procedure which is clear and easy to use

✓ Ensure complaints that require investigation are investigated fairly and in a timely manner

✓ Ensure all key stakeholders are trained to address complaints received

✓ Gather information to aid the organisation to continually improve.

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Making a complaint

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First Step 

You can contact us in whichever way is most convenient to you:

By phone: please call OR WhatsApp +44 (0) 7384637666, Monday to Friday 9am to 5pm.

Outside of these hours, leave us a message and a contact number and we will return your call.

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By email: please email: complaints@rcmr.com‍

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‍By post: RCMR 20-22 WENLOCK ROAD, ENGLAND, LONDON, N1 7GU.

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Please ensure your name, address, and contact telephone number are included in your email or letter so that we can contact you easily.‍

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‍Please note that all complaints not initially submitted in writing MUST be followed up by email or post.

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Second Step

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Written complaints should be submitted as soon as you find out there is a problem or within six months of the event.‍

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‍Your written complaint should include:‍

‍• information on the issue you are complaining about‍

‍• when and where it happened‍

‍• information on the people involved and their job or position‍

‍• information about what you have already done e.g. if you have already spoken with someone‍

‍• questions you would like RCMR to answer.‍

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Third Step

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Complaints received will be acknowledged within five working days of receipt. RCMR anticipates completing and deliver the investigation result within ten working days.‍

‍If your complaint is upheld, you have ten working days to take further action. If the complaint is not upheld or you feel the resolution is unsatisfactory, you have ten working days to appeal.‍

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‍Complaints policy document and for full details of how we manage complaints can be obtained by emailing.: complaints@rcmr.com

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