Complaints & Compliments
At Strident News, we are dedicated to providing exceptional service and fostering positive relationships with our audience. Your feedback, whether it’s a complaint or a compliment, plays a vital role in our continuous improvement efforts. We take all inquiries seriously and appreciate the opportunity to address your concerns or celebrate our successes.
How to Submit Your Feedback
If you have a complaint or a compliment, we encourage you to reach out to us at:
Email: [email protected]
Response Time
We aim to respond to all inquiries within 72 business hours. Please note that during peak periods or holidays, response times may vary, but we will keep you informed throughout the process.
What to Include in Your Message
To help us address your feedback effectively, please provide the following information:
- Your Full Name: For personalization in our communications.
- Contact Information: Include an email address and phone number for follow-up.
- Nature of Feedback: Clearly specify whether your message is a complaint or a compliment.
- Detailed Description: Provide a concise and clear account of your experience, including:
- Relevant dates and times.
- Names of staff members involved, if applicable.
- Specific details about the issue or positive experience.
- Desired Resolution (for Complaints): If you have a preferred outcome, please describe it. This helps us understand your expectations.
Complaint Resolution Process
Upon receiving your complaint, we will follow a structured process to ensure a thorough investigation and resolution:
- Acknowledgment of Receipt: We will confirm that we have received your complaint within 24 hours.
- Investigation: Our team will conduct a detailed review, which may include:
- Consulting with relevant staff members.
- Reviewing any pertinent records or communications.
- Analyzing the situation in the context of our policies and procedures.
- Response: After our investigation, we will provide you with a comprehensive response that includes:
- A summary of our findings.
- Any actions we intend to take to address your complaint.
- Possible solutions or remedies, if applicable.
Compliment Recognition
We love hearing about your positive experiences! If you have a compliment, we may share your feedback (with your permission) internally to recognize our staff and reinforce positive behaviors. Your kind words inspire us to maintain high standards and provide excellent service.
Confidentiality
Your privacy is paramount. All information you provide will be treated confidentially and used solely for the purpose of addressing your feedback. We will not share your details with third parties without your explicit consent.
Follow-Up
If you feel your complaint has not been resolved to your satisfaction, we encourage you to contact us again. We are committed to ensuring that your concerns are heard and addressed. You may request a follow-up review of your case, and we will gladly revisit our findings.
Escalation Process
In the event that you are not satisfied with our response, you have the right to escalate your complaint. Please outline the reasons for your dissatisfaction, and we will ensure that it is reviewed by a senior member of our management team.
Feedback on Our Process
We are also open to suggestions on how we can improve our complaint handling process. Your insights are valuable to us, and we encourage you to share any recommendations.
Thank You
Thank you for taking the time to provide your feedback. At Strident News, we view complaints as opportunities for growth and improvement. Your input helps us enhance our services and ensures that we continue to meet the needs of our community.
