Complaints Procedure for Roka Entertainment & Management Ltd (trading as Drag Queens Agency)
Company Number: 14412022
1. Introduction
Roka Entertainment & Management Ltd (trading as Drag Queens Agency) is committed to providing a high level of service to all clients. This complaints procedure outlines the process for handling complaints and aims to resolve them fairly and efficiently.
2. Definitions
- Client: Any individual or organisation that engages the services of Roka Entertainment & Management Ltd.
- Complaint: An expression of dissatisfaction with the services provided by Roka Entertainment & Management Ltd.
3. Complaint Handling
3.1. How to Make a Complaint
Complaints must be made in writing, by email, to the following:
- Email: complaints@dragqueens.co.uk
All complaints should include the following information:
- Name of the complainant
- Contact details i.e full name, address, telephone number
- A clear description of the complaint
- Details of any relevant documentation
3.2. Acknowledgment of Complaint
All complaints will be acknowledged within 21 working days of receipt. The acknowledgment will confirm receipt of the complaint and provide details of the complaint handler.
3.3. Investigation
Roka Entertainment & Management Ltd will investigate the complaint promptly and fairly. This may involve gathering information from relevant parties, including the client, acts, and third parties.
3.4. Response to Complaint
Roka Entertainment & Management Ltd aims to resolve complaints within 60-90 days of receipt. A written response will be provided to the client, outlining the findings of the investigation and the action taken to resolve the complaint.
3.5. Alternative Dispute Resolution
If the complaint cannot be resolved through this process, the client may refer the matter to [name of alternative dispute resolution body, e.g., The Advertising Standards Authority (ASA)].
4. Legal Legislation
Roka Entertainment & Management Ltd complies with all relevant consumer protection legislation, including but not limited to:
- Consumer Rights Act 2015: This Act sets out the rights consumers have when they buy goods or services.
5. Review
This complaints procedure will be reviewed annually to ensure its effectiveness.
Additional Considerations:
- Training: Ensure staff are trained in complaint handling procedures.
- Monitoring: Keep records of all complaints and their outcomes.
- Customer Satisfaction: Use feedback from complaints to improve services.
Confidentiality and Public Statements During Complaint Resolution
Commitment to Confidentiality
By submitting a formal complaint through the established channels of dragqueens.co.uk (Roka Entertainment & Management Ltd), the Client agrees to a period of confidentiality regarding the subject matter of the complaint while it is under investigation and resolution. This commitment is reciprocal, ensuring both parties can engage in good faith negotiations without prejudice.
Policy Breach via Public Statements (Reviews)
The Client agrees that during the complaint resolution process—defined as the period commencing upon the submission of the complaint and concluding upon the issuance of our final written decision—they shall refrain from making any public statements, comments, or publishing any review, feedback, or rating related to the service, the Agency, or the performers involved, on any public forum, social media platform, or third-party review website (including, but not limited to, Trustpilot, Google Reviews, and Facebook).
Breach Consequence:
- Termination of Process: Any publication of public feedback during the resolution period will be considered a material breach of this Complaints Policy. Upon identifying a breach, dragqueens.co.uk reserves the right to immediately terminate the formal complaint resolution process, deeming the complaint closed and the opportunity for internal resolution forfeited by the Client.
- Evidentiary Use: This policy section serves as explicit contractual evidence that the Client agreed not to publish such material while a resolution was being sought. The Agency will utilize this section in any subsequent legal action or when submitting a formal removal request to the platform hosting the review (e.g., Trustpilot, Google).
