Complaints, non-conformance & corrective action

Purpose

RP Alba Ltd is committed to delivering high-quality professional services and to addressing concerns, complaints or non-conformances in a timely, fair and constructive manner. This page outlines how complaints and service issues are handled and how corrective actions are identified and implemented.

Scope

These arrangements apply to all services provided by RP Alba Ltd, including advisory work, site visits, training, documentation review and professional support activities.

Complaints handling

Raising a complaint

Clients or other parties who wish to raise a concern or complaint relating to the services provided by RP Alba Ltd are encouraged to do so promptly by contacting:

Email: info@rp-alba.com

Complaints should, where possible, include sufficient detail to allow the issue to be understood and investigated.

Acknowledgement and response

RP Alba Ltd aims to:

  • Acknowledge receipt of complaints in a timely manner

  • Review the complaint fairly and objectively

  • Provide a clear and reasoned response

Where appropriate, additional information may be requested to support the review process.

Non-conformance identification

A non-conformance may arise from:

  • Failure to meet agreed service requirements

  • Deviation from applicable regulatory or contractual expectations

  • Errors, omissions or deficiencies identified during service delivery

Non-conformances may be identified by clients, RP Alba Ltd or other relevant parties.

Corrective and preventive action

Where a complaint or non-conformance is substantiated, RP Alba Ltd will, as appropriate:

  • Identify the underlying cause of the issue

  • Implement corrective actions to address the immediate concern

  • Consider preventive actions to reduce the likelihood of recurrence

Actions taken are proportionate to the nature and significance of the issue identified.

Continual improvement

Complaints, non-conformances and lessons learned are used to support continual improvement of services, working practices and professional arrangements.

Confidentiality and professionalism

All complaints and non-conformance matters are handled confidentially and professionally. RP Alba Ltd seeks to engage constructively with clients and stakeholders to resolve issues effectively and maintain professional relationships.

Review

These complaints, non-conformance and corrective action arrangements are reviewed periodically and updated as appropriate to reflect changes in business activities, guidance or good practice.