Complaints Handling Policy

At R1 London Ltd (the “Company”), we are committed to providing our services at the highest standards. If you wish to raise a complaint regarding our services or products, please follow the procedure outlined in this policy. We have implemented this Complaints Handling Policy to ensure a fair, transparent, and efficient resolution process for any concerns that may arise during our business relationship.

How to Submit a Complaint

To submit a complaint, please complete the Complaints Form (see Annex) and send it via email to: [email protected]. Complaints must be submitted in writing to ensure a thorough investigation.

Handling & Investigation Process

1. Acknowledgment:

We will acknowledge receipt of your complaint within five (5) business days of receiving it.

2. Investigation & Communication:

Your complaint will be carefully reviewed and investigated.
If additional details or clarifications are required, one of our representatives may contact you via email or phone. Your cooperation will help expedite the process.
We will provide periodic updates regarding the status of your complaint.

3. Resolution Timeline:

We aim to provide a final response within two (2) months of receiving your complaint.
If the investigation requires additional time, we will send you a holding response explaining the delay and an estimated resolution timeline.
In any case, a final response will be provided no later than one (1) month after the holding response, depending on case complexity and your cooperation.

4. Non-Response from Complainant:

If we do not receive a response from you within three (3) months from your initial complaint submission, we will consider the matter closed.

Final Outcome & Record Keeping

Once the investigation is complete, we will inform you of the outcome, including:

Our findings and position regarding your complaint.
Any corrective or remedial actions we intend to take, if applicable.

We maintain a detailed internal register of all complaints, documenting the nature of the issue, investigation process, and resolution.

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