RWC Complaints process
If you find yourself unsatisfied with a service provided by RWC or believe that you have been treated unjustly, you might consider initiating a complaint. This document outlines our approach and protocols for addressing various forms of grievances that come our way. It also elucidates the process for submitting a complaint and informs you about the kind of response you can anticipate from us upon doing so.
Our Values
RWC holds a set of core organisational values: Real, Passionate, and Honest. These principles guide us to maintain exceptionally high standards in the services we deliver. We consistently assess our benchmarks, taking into account input from a diverse range of stakeholders including partners, funders, customers, regulators, and our team.
We possess strong confidence in our ability to deliver top-notch services, and it would be disheartening for us if there were instances when you perceived otherwise. Therefore, it is of utmost importance that if you encounter a service level or response from us that falls short of your expectations, you promptly communicate your concerns. This enables us to promptly address these matters and contemplate appropriate measures for improvement.
Guiding Principles
We are committed to resolve complaints effectively, impartially and with a clear set of next steps..
If we have got something wrong, we will offer our apologies and take immediate steps to rectify the situation. If we can address your concern by providing clarity on our stance or explaining our decision-making procedure, we will do so.
Your future interactions with us will not suffer any negative consequences due to your communication with us.
We are committed to safeguarding your privacy and will uphold the confidentiality of your matter at all times.
Complaints procedure
Contact: If you have a complaint, please reach out to our Head of Coaching via email on esther@realworldconsultancy.org
Acknowledgment: We will acknowledge your complaint within 5 working days, confirming receipt and outlining the next steps.
Investigation: Our MD will thoroughly investigate the issue and work towards a resolution. This may involve discussing the matter with relevant parties.
Response: We will provide you with a clear and timely response, detailing our findings and proposed solutions.
Escalation: If you are not satisfied with the response, the matter will be escalated to our Managing Director, Emma Fishlock. emma@realworldconsultancy.org
Review: We will re-evaluate the case if necessary and ensure all efforts are made to address your concerns.
Final Resolution: We aim to reach a satisfactory resolution for both parties. If applicable, we will outline any changes to prevent similar issues in the future.