Complaints Policy
At Chepkuto Advocates, we value your feedback and take complaints seriously. This Complaints Policy outlines our commitment to addressing any concerns you may have regarding our website or its content.
Types of Complaints
Complaints covered under this policy include, but are not limited to, the following issues related to our website:
- Broken links or errors in website functionality.
- Inaccurate or outdated information.
- Accessibility concerns for users with disabilities.
- Unprofessional or offensive content.
- Technical issues encountered while navigating the website.
Lodging a Complaint
Complaints can be lodged through the following channels:
- Online Form: Use our designated online complaint form available on the “Contact Us” page of our website.
- Email: Send an email to info@chepkutoadvocates.co.ke providing a detailed description of the complaint and any relevant information.
- Phone: Call our office and register your complaint.
Complaint Handling Process
Upon receiving a complaint, we will follow this process:
- Acknowledgment: We will acknowledge receipt of the complaint within 2 business days via email or phone.
- Investigation: Our team will conduct a thorough investigation into the issue raised in the complaint.
- Response: Once the investigation is complete, we will respond to the complainant with our findings and proposed actions to address the issue within 10 business days.
- Resolution: We will make all reasonable efforts to resolve the complaint promptly and to the satisfaction of the complainant.
- Escalation: If the complainant is not satisfied with the initial response, they may request escalation to a higher authority within our law firm.
Privacy and Confidentiality
We treat all complaints with strict confidentiality. Personal information provided during the complaint process will be handled in accordance with our Privacy Policy.
Record Keeping
We will maintain records of all complaints received, along with their resolutions, to help us identify patterns and improve our services.
Feedback and Continuous Improvement
We welcome feedback on our Complaints Policy and process. Your valuable input will help us enhance our approach to handling complaints and improving our website’s performance.
Review
This Complaints Policy will be reviewed periodically to ensure its effectiveness and relevance.
Contact Us
If you have any questions or concerns about this policy or need further assistance, please do not hesitate to contact us.