Complaints Policy
How to raise a complaint about MCH Analysis and how it is acknowledged, investigated and answered.
This policy explains how to raise a complaint about MCH Analysis and how MCH handles it. It forms part of the MCH Analysis policy framework.
This policy forms part of the MCH Analysis policy framework. Your use of the Service is governed by the MCH Analysis Subscriber Agreement and, for personal information, the Privacy and Cookie Notice; where this policy and either of them differ, the Subscriber Agreement or the Notice prevails.
How to submit a complaint
Complaints may be submitted in writing to support@mchadvisoryservices.com.
Complaints process
- Submission — the complaint is received through the complaints channel, support@mchadvisoryservices.com.
- Acknowledgement — MCH acknowledges receipt of the complaint.
- Investigation — MCH investigates the complaint.
- Additional information — where necessary, MCH asks the complainant for additional information.
- Written outcome — MCH provides a written outcome.
- Escalation — the written outcome names the escalation route available to a complainant who is not satisfied with it.
Timing
Complaint records
MCH records, for each complaint:
- date received
- complainant
- category
- affected product
- owner
- actions
- outcome
- closure date
Personal information in complaint records is handled under the Privacy & POPIA Policy.
Other routes
Billing, cancellation and refund matters are handled by support@mchadvisoryservices.com under the Cancellation & Refund Policy. Suspected errors in research or data may be reported to research@mchadvisoryservices.com under the Research Corrections & Amendments Policy. Privacy concerns may be raised with the Information Officer at contact@mchadvisoryservices.com under the Privacy & POPIA Policy.
Questions about this policy: support@mchadvisoryservices.com. All policies: MCH Analysis legal.