ReGen Outsourcing – Complaints Policy
Last Updated December 16th 2024

At ReGen Outsourcing , we are committed to delivering exceptional services and ensuring client satisfaction. We value feedback and take complaints seriously, using them as an opportunity to improve our services. This Complaints Policy outlines how you can raise a concern, how we will handle your complaint, and what you can expect from us.

Purpose of the Complaints Policy

The purpose of this policy is to:
Provide a clear process for raising complaints.
Ensure complaints are handled fairly, promptly, and consistently.
Use feedback to improve our services and maintain high standards.

This policy applies to all complaints related to ReGen Outsourcing, its services, and any interactions you have with us.

How to Raise a Complaint

If you wish to make a complaint, you can contact us via the following methods:
By Email: Send your complaint to info@regenoutsourcing.com. Please include your full name, contact details, and a clear description of the issue.
By Post: Write to us at:
ReGen Outsourcing, Stafford House, Chorley Old Road, Bolton, BL1 3AD

When submitting your complaint, please provide as much detail as possible, including:
A summary of the issue and the service it relates to.
Key dates and any supporting evidence, such as emails or invoices.
The resolution you are seeking.

What Happens Next?

1. Acknowledgment
We will acknowledge receipt of your complaint within 5 business days. This acknowledgment will confirm that your complaint is being reviewed and provide a point of contact for further updates.
2. Investigation
Your complaint will be investigated by a member of our management team or an appropriate representative. We may contact you during this time for additional information or clarification.
3. Response
We aim to provide a full response within 10 business days. If the issue is complex and requires more time, we will notify you and provide an updated timeline.

Resolution

We will make every effort to resolve your complaint to your satisfaction. Possible outcomes may include:
A detailed explanation of what happened.
An apology, where appropriate.
A review of our processes to ensure the issue does not recur.
Any corrective action needed to resolve the matter.

Escalation Process

If you are not satisfied with the outcome of your complaint, you may request a further review by contacting us at info@regen-services.com. Your complaint will then be escalated to a senior member of the team for reassessment.

Confidentiality

All complaints will be handled in confidence, and information will only be shared with those directly involved in resolving the matter.
Monitoring and Continuous Improvement
We monitor and record all complaints to identify trends and areas for improvement. Feedback from complaints is an essential part of our commitment to maintaining the highest standards of service.

Contact Us
If you have any questions about this policy or wish to submit a complaint, please contact us:
ReGen Outsourcing
Email: info@regenoutsourcing.com
Address: Stafford House, Chorley Old Road, Bolton, BL1 3AD
We value your feedback and will do our utmost to address your concerns promptly and professionally.