At Refund Resolution, we are committed to providing excellent service and achieving the best possible outcomes for our clients. We understand that, occasionally, issues or disagreements may arise concerning our services, fees, or conduct. This Dispute Resolution Policy outlines the transparent and fair process for addressing and resolving any complaints or disputes you may have with Refund Resolution.

This policy applies to disputes between you, the Client, and Refund Resolution regarding the services we provide, our communication, our fees, or any aspect of our operational conduct. It does not cover disputes you have with third-party companies from whom you are seeking a refund; those disputes are managed under our general Terms of Service and Client Agreement Policy.

1. Our Commitment to Dispute Resolution

We are committed to resolving any disputes promptly, fairly, and efficiently. We value your feedback as it helps us to improve our services. Our aim is to find a mutually agreeable solution wherever possible.

2. Internal Dispute Resolution Process

We encourage you to follow our internal process first, as most concerns can be resolved quickly at this stage.

Step 1: Informal Resolution (Initial Contact)

If you have a concern or minor issue, we encourage you to first contact the Refund Resolution team member you have been dealing with, or our general customer support. Many issues can be resolved quickly through direct communication.

  • Contact Method: Email [Your General Email Address] or call [Your Phone Number].
  • Information to Provide: Briefly explain your concern and the outcome you are seeking.

We aim to resolve informal concerns within [e.g., 3-5 working days].

Step 2: Formal Complaint Submission

If your concern remains unresolved after informal contact, or if you wish to raise a formal complaint from the outset, please submit it in writing.

  • How to Submit:
    • Email: Send your complaint to [Your Dedicated Complaints Email Address, e.g., complaints@expressrefundresolution.com.
    • Post: Send a letter to: Complaints Department Refund Resolution
  • Information to Include: To help us investigate thoroughly, please provide:
    • Your full name and contact details (phone number, email, address).
    • Your client reference number (if applicable).
    • A clear and detailed description of your complaint, including dates, times, and specific events.
    • Names of any Refund Resolution staff involved (if known).
    • Copies of any relevant documents or correspondence.
    • The resolution you are seeking.

Step 3: Acknowledgment and Investigation

  • Acknowledgement: We will acknowledge receipt of your formal complaint in writing (via email or post) within 2 working days of receiving it.
  • Investigation: Your complaint will be assigned to a senior member of our team or a dedicated complaints handler who was not directly involved in the matter you are complaining about. They will conduct a thorough and impartial investigation, reviewing all relevant information and, if necessary, speaking with involved parties.

Step 4: Our Response

  • Response Timeframe: We aim to provide a full written response to your complaint within 15 working days from the date of acknowledgement. If, for any reason, our investigation requires more time, we will inform you of the delay and provide an estimated new response date.
  • Complaint Outcome: Our response will clearly state the outcome of our investigation, our decision on your complaint, and the reasons for that decision. It will also outline any actions we intend to take as a result of your complaint.

Step 5: Internal Escalation (Review)

If you are not satisfied with the outcome of our formal complaint investigation, you may request a further review.

  • How to Request Review: You must notify us in writing within 10 working days of receiving our formal response, stating why you are dissatisfied and what additional resolution you are seeking.
  • Review Process: Your complaint will then be escalated to a director or a designated senior manager for an independent review. This review will consider all aspects of your complaint and our previous response.
  • Final Decision: We will provide you with our final decision in writing within 10 working days of receiving your request for review. This letter will confirm our final position on your complaint.

3. External Dispute Resolution

If, after completing our full internal dispute resolution process (including the internal review described in Step 5), you remain dissatisfied with our final response, you may have further avenues for recourse:

  • Alternative Dispute Resolution (ADR): Depending on the nature of your complaint and the specific regulatory framework applicable to Refund Resolution, you may be able to refer your complaint to an independent Alternative Dispute Resolution (ADR) scheme. If an appropriate and relevant ADR scheme exists for our type of service, we will provide you with their details in our final response.
  • Legal Action: You retain the right to pursue legal action through the courts if your complaint cannot be resolved through our internal process or an available ADR scheme.

4. Confidentiality

All complaints and their resolutions will be handled with strict confidentiality, in accordance with our Privacy Policy. Information shared during the dispute resolution process will only be used for the purpose of investigating and resolving the complaint.

5. No Prejudice to Claims

Raising a complaint against Refund Resolution will not prejudice the handling or progress of any refund claim we are actively pursuing on your behalf, unless the subject of the complaint directly impacts the viability or continuation of that claim (e.g., if the complaint is about fraudulent information provided by the client which affects the claim’s integrity).

6. Policy Review

This Dispute Resolution Policy will be reviewed periodically to ensure its effectiveness and compliance with relevant regulations.

For any questions about this policy or to make a formal complaint, please use the contact details provided in Section 2.