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: [Email Address]
All complaints should include the following information:
- Name of the complainant
- Contact details
- 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.
