Complaints Procedure
We are committed to delivering a high standard of service. If you are dissatisfied with any aspect of our work, we welcome your feedback and will handle all complaints fairly, promptly, and transparently.
Submitting a Complaint
Clients may submit complaints in writing by email to: complaints@redcitadel.co.uk
Please include the following information:
- Your name and company name
- A clear description of the issue or concern
- Relevant dates, references, or supporting documentation where available
We will acknowledge receipt of your complaint within three business days and provide a contact point for updates during the investigation.
Handling and Resolution
All complaints are reviewed and investigated by a Director to ensure impartiality and accuracy.
The investigation may include a review of relevant evidence, communications, and project documentation. Once the review is complete, we will provide a written response within ten business days of the complaint being submitted. This response will outline our findings and any corrective actions where appropriate.
Where necessary, corrective actions will be implemented to reduce the risk of recurrence and improve service quality.
Appeals and Escalation
If you are not satisfied with the outcome of your complaint, you may submit an appeal in writing to complaints@redcitadel.co.uk within twenty business days of receiving our response.
Appeals are reviewed by a Director who was not directly involved in the original work wherever possible. A written appeal response will be issued within ten business days of receipt, including findings and any further corrective actions if required.
For Cyber Essentials assessments, if you remain dissatisfied after the appeal outcome, the matter may be escalated to IASME for independent review.
Record Keeping and Improvement
All complaints and appeals are recorded in our Complaints and Appeals Register. These records are reviewed periodically to identify trends and support ongoing service improvement.