Complaint Policy
Complaints Policy of MasterHealthPro
MasterHealthPro (MHP) views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.
Our policy is:
- To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
- To publicise the existence of our complaints procedure to organisations so that people know how to contact us to make a complaint
- To make sure all complaints are investigated fairly and in a timely way
- To make sure that complaints are, wherever possible, resolved and that relationships are repaired
- To gather information which helps us to improve what we do
Definition of a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of MasterHealthPro
Where Complaints come from
Complaints may come from any person or organisation who has a legitimate interest in MasterHealthPro (e.g. users, client, authors, assessment authorities). A complaint can be received verbally, by phone, by email or in writing.
Confidentiality
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Responsibility
Overall responsibility for this policy and its implementation lies with the Director of MasterHealthPro
Review
This policy is reviewed regularly and updated as required.
Complaints Procedure of MASTERHEALTHPRO
Publicised Contact Details for Complaints:
Written complaints may be sent to MasterHealthPro by e-mail to support@masterhealthpro.com. Verbal complaints may be made by phone to +91 8197558825.
Receiving Complaints
Complaints may be received through email, phone, social media, review sites, or other channels. All complaints should be forwarded to the Customer Service team at support@masterhealthpro.com immediately. Complaints received by telephone will be recorded in writing. When receiving a complaint, MasterHealthPro will:
- Write down the facts of the complaint
- Take the complainants name, address and telephone number
- Note down the relationship of the complainant to MasterHealthPro
- Tell the complainant what will happen next and how long it will take
- Where appropriate, ask the complainant to send a written account by email so that the complaint is recorded in the complainant's own words.
Resolving Complaints
The Customer Service team is responsible for handling customer's complaints or grievances. Their duties include the effective and efficient handling of customer's complaints or grievances to enable MasterHealthPro to adopt and apply the required actions to fully protect the customers' and MasterHealthPro interests, acting independently and objectively and ensuring that corrective measures are introduced to prevent the repetition of the same complaints or grievances. Whether or not the complaint has been resolved, the complaint information should be passed to Compliance Officer within 1 week. On receiving the complaint, Compliance Officer will record it in the complaints log. If it has not already been resolved, it will be investigated, and appropriate action taken. If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond. Complaints should be acknowledged by the person handling the complaint within 1 week. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaint's procedure should be attached. Ideally complainants should receive a definitive reply within 4 weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.
