Complaints Procedure

Rahana Ltd are 100% committed to providing a high standard of service to all our customers and we want you to be entirely satisfied with the service you receive from us.

Informing us when you are unhappy with the service you experience gives us the opportunity to put matters right for you and improve our service in the future for all our customers.

Our experienced customer service staff are best placed to deal with your complaint and to work closely with you to resolve it. You can share your concerns with us by telephone, email or by letter.

Telephone: 07464 964142

Email: enquiries@rahanalife.co.uk

Letter: c/o Geoff Cowley & Co Limited, Willow Park Upton Lane, Stoke Golding, Nuneaton, Warwickshire, United Kingdom, CV13 6EU

We aim to acknowledge each step of a complaint within 1 working day of receiving it (or 5 working days if no email or telephone number is provided). We will investigate and aim to come back to you with a resolution within 7 working days at every stage.

Step 1

Your concerns will be dealt with by a Director of Rahana Ltd who has not been directly involved in providing you with a service. The Director will have the first opportunity to deal with your complaint and put matters right. We hope that you will not need to progress beyond this first step. However, we wish to give you every opportunity to present your case where you remain dissatisfied. The name of a senior member of staff at Rahana Ltd will be given to you, together with their contact details in the repose letter/email that will be sent to you following the investigation at step 1.

Step 2

In the unlikely event that your complaint has not been resolved by our Director involved in step 1, please contact the named senior member of Rahana Staff, who will investigate further.

Step 3

As registered code members of the British Healthcare Trades Association, BHTA, Rahana Ltd will adhere to the BHTA Code of Practice which has been approved by the Trading Standards Institute.

Should you feel your complaint has still not been resolved, you can then write to the

Code Administrator, British Healthcare Trades Association (BHTA), Suite 4.6, The Loom, 14 Gowers Walk, London E1 8PY.

BHTA will follow the procedure outlined in their Code of Practice (http://bhta.com/wp-content/uploads/2016/07/BHTA-Code-of-Practice-1-January-2018-1.pdf) and, if need be, undertake independent arbitration.