Rixent is committed to maintaining the highest standards of professionalism, integrity, and client service. We value all feedback and take complaints seriously as an opportunity to resolve issues promptly and to improve the quality of our services. This Complaints & Redress Policy sets out how concerns may be raised and how we will respond.
This policy applies to:
Complaints may relate to the delivery of our consulting services, the conduct of our staff or contractors, or the administration of our website and communications.
If you wish to raise a complaint, please provide details by email to:
Email: info@rixent.com
Please include:
We encourage all complaints to be made in writing so that they can be logged, tracked, and addressed appropriately.
We will acknowledge receipt of your complaint within five working days.
We will conduct a fair and thorough investigation into the matter.
Our aim is to provide a full response or resolution within 20 working days of acknowledgement.
If a matter requires more time to investigate, we will inform you of the expected timeframe.
Where a complaint is upheld, Rixent will take appropriate corrective action, which may include an explanation, an apology, or remedial measures. Where the complaint is not upheld, we will explain our reasoning clearly.
Our goal is to resolve matters in a way that is fair, transparent, and proportionate to the issue raised.
If you remain dissatisfied after our response, you may request that the matter be reviewed by senior management. In some cases, you may also escalate the matter to an independent body or regulator in the jurisdiction where the service was delivered. We will provide details of the appropriate body upon request.
Rixent will not tolerate retaliation against anyone who raises a complaint in good faith. All complaints will be treated confidentially and handled with professionalism and respect.
This Complaints & Redress Policy is reviewed annually to ensure it remains effective and aligned with international best practice. Responsibility for oversight rests with the leadership of eKnols LLC, trading internationally as Rixent.