Introduction
Mrs Khan's Matrimonial Services Limited (SC864954) is committed to providing a high-quality service. If something goes wrong or you are not satisfied, we want to know so we can address it. This policy explains how to make a complaint and what to expect.
1How to Make a Complaint
You can raise a complaint by:
- Email: mrskhanmatrimonial@gmail.com (subject line: "Formal Complaint — [Your Name]");
- In Writing: 20-23 Woodside Place, Glasgow, Scotland, G3 7QL.
Please provide your full name, registered email address, a clear description of the issue, the date(s) it occurred, and the outcome you are seeking.
2Our Response Timescales
- Acknowledgement: Within 2 business days of receipt;
- Initial Response: Within 10 business days, either resolving the matter or confirming it is under investigation;
- Full Response: Within 28 calendar days of the initial complaint, unless we notify you that more time is required (maximum 8 weeks).
3What Happens Next
Our complaints process involves:
- Logging and tracking your complaint in our complaints register;
- Assigning a named handler who will be your point of contact;
- Investigating the matter thoroughly and impartially;
- Issuing a written decision explaining our findings and any remedial action taken.
4If You Remain Dissatisfied
If you are not satisfied with our final response, you may:
- Request that your complaint be escalated to a senior director;
- Seek independent advice from the Citizens Advice Bureau (citizensadvice.org.uk);
- Refer a data protection-related complaint to the Information Commissioner's Office (ICO) at ico.org.uk or 0303 123 1113;
- Pursue the matter through the Scottish courts or seek independent legal advice.
5Complaint Records & Learning
We maintain a confidential register of all complaints. We review complaint trends quarterly and use this information to improve our service. Complaint data is retained for 6 years and handled in accordance with our Data Protection & GDPR Policy.