1. Introduction

At Rehubs, we are committed to providing high-quality services to all our users. We take complaints seriously as they provide valuable feedback for improving our services and addressing any concerns promptly and effectively. This policy outlines the procedure for making a complaint and the steps we take to resolve complaints in a fair and timely manner.


2. Scope

This policy applies to all users of Rehubs, including clients, website visitors, and any other individuals or organizations interacting with our services.


3. Complaint Procedure


3.1 Making a Complaint

Users who wish to make a complaint about any aspect of our services can do so by contacting us through one of the following channels:

Phone: 0203 960 8682

Complaints should include:

The nature of the complaint
Any relevant details or evidence
Contact information for follow-up communication


3.2 Acknowledgment of Complaint

Upon receiving a complaint, we will acknowledge receipt promptly, typically within 5 business days. The acknowledgement will include information on the expected timeframe for resolving the complaint and the contact details of the person handling the complaint.


3.3 Investigation

We will conduct a thorough investigation into the complaint, gathering any necessary information or evidence to understand the issue fully. Depending on the nature of the complaint, this may involve consulting with relevant staff members or third parties.


3.4 Resolution

Once the investigation is complete, we will take appropriate action to resolve the complaint. This may include:

Providing an explanation or clarification
Offering a solution or rectifying the issue
Implementing changes to prevent similar issues from occurring in the future

We aim to resolve complaints as quickly as possible, typically within 5 business days. If additional time is required, we will communicate this to the complainant along with regular updates on the progress of the investigation.

3.5 Communication

Throughout the complaint process, we will maintain open and transparent communication with the complainant, keeping them informed of any developments or delays. We encourage feedback and welcome any further questions or concerns that may arise during the resolution process.


4. Escalation

If a complainant is dissatisfied with the outcome of their complaint or the way it was handled, they may request escalation to a higher authority within Rehubs. The escalation process will involve a review of the complaint by a senior manager or designated representative, who will conduct a further investigation if necessary and provide a final response to the complainant.


5. Recording and Review

All complaints received by Rehubs will be recorded and logged for internal review purposes. We use feedback from complaints to identify areas for improvement and to enhance the quality of our services continually.


6. Confidentiality

We treat all complaints and related information confidentially and handle them in accordance with our privacy policy. We will only disclose information to individuals directly involved in the complaint process or as required by law.


7. Contact Information

For inquiries or to make a complaint, please contact:

0203 960 8682


8. Review and Amendment

This complaints policy will be reviewed regularly to ensure its effectiveness and compliance with relevant regulations. Revisions or amendments may be made as necessary, and updates will be communicated to users accordingly.