We strive to offer accurate, insightful, and relevant content for our readers. We recognize the importance of feedback, including complaints, as a means to continually improve our offerings and services. We value transparency and openness, hence this Complaints Policy, which outlines our commitment to handling complaints fairly, consistently, and promptly.
Scope of the Policy
It covers complaints about:
- The quality of content in the magazine
- The customer service received in relation to our services
Complaints Handling Process
Acknowledgment: We aim to acknowledge all complaints within 2 business days of receipt.
Investigation: We commit to investigating all complaints thoroughly. The complexity of the issue may affect the time taken for resolution, but we will strive to address complaints within 10 business days of receipt.
Feedback: Once a resolution is identified, we will communicate this directly to the complainant.
All complaints received will be dealt with confidentially and in accordance with the requirements of any applicable data protection legislation.
We take all feedback, both positive and negative, as an opportunity to improve our magazine. Any systemic issues identified from complaints will be addressed, and measures will be implemented to prevent a recurrence.
We are dedicated to maintaining trust and integrity with its readers. We encourage you to voice your concerns or dissatisfaction, and we promise to address them in a timely and considerate manner. We appreciate your patience and understanding throughout the complaint resolution process and we assure you that each complaint is taken seriously, and every effort will be made to resolve it promptly and fairly.