Support and Complaints

Resoken was established with the cardinal objective of helping patients make independent decisions by equipping them with transparent, scientific research, meta analyses, empirical and case data, and by connecting them with local vetted, expert healthcare providers. Hence, we take user support and user complaints with the absolute utmost priority.

We are committed to fostering an environment where open communication is encouraged. All support tickets and complaints will be resolved within 24-72 hours, and will be escalated to the appropriate Resoken team so that they are handled correctly. So far we have 100% response rate to all support tickets and complaints, and we strive to maintain this 100% response rate in perpetuity. We see every piece of feedback, support request or complaint as an opportunity for improvement.

We want to continuously stay proactive and refine our platform and website, ensuring that we not only meet but exceed the expectations of those we serve. We embrace and champion this cycle of feedback and enhancement. We underscore our dedication to excellence and our promise to deliver services that truly cater to the needs and preferences of the users, patients and healthcare providers.

At Resoken, we wanted to make the process for submitting a complaint as easy and straightforward as possible. So please take a look at the steps outlined below, and follow them if you wish to submit a complaint:

1. Identify the Issue: We genuinely want to help you and resolve any issues you may have. In order to do that, we need as much clarity on the matter as possible. So please try to identify and pinpoint the issue you’re experiencing as best as possible. Trace back your steps and present your argument in a descriptive manner. If we don’t have enough clarity or the necessary details to present a path to resolution, we’ll contact you for further information.
2. Gather documentation: If you have any relevant documents, screenshots or files which pertain to your complaint, please make sure to attach them.
3. Email us: Send your complaint to [email protected]. Begin by presenting your case and attach all of the pertinent files you may have.
4. Confirmation: Please give us 24 hours to confirm we’ve received your complaint. We don’t use automated systems for our complaints procedure, since we take each complaint with the utmost importance, and we manually write our acknowledgements.
5. Follow-up: We will then review your complaint, and move it through the stages of our Resolution Process. We may also contact you for further information if that’s needed.

By doing all of this, we make sure that your complaint, no matter the scope or scale, is always addressed in the same in-depth manner.

And please keep in mind, that you can also contact us at the below addresses as well, in case you want to send us direct mail.

Resoken is the trading name for Dalch Ventures Ltd with company number 14434585. Our VAT Registration Number is 454 7277 67.

Our registered office address is: Forma House, 40 Bowling Green Lane, London, United Kingdom, EC1R 0NE.

You can also reach out to us via email at [email protected] for any other general queries you may have.

If you decide to send us direct mail, please include your email address as well as your preferred recipient address in your letter, so that we know where to send our response.

This is what happens internally at Resoken after you submit a complaint, and what you can expect:

1. Acknowledgement: First, we’ll send you an acknowledgement, typically within 24 hours, after the receipt of your complaint letting you know that we’ve received and are processing it.
2. Assessment: We’ll assess your complaint and carefully move it through our structured complaints resolution process. It will receive multiple independent perspectives in order to provide multiple viewpoints and paths to resolution. After which our entire Complaints team will vote on what they think is the best, most viable path to resolution.
3. Investigation: Keep in mind, we may contact you for further information. In cases where we need extra clarification or if you’ve omitted pertinent details that prevent us from reaching a conclusion.
4. Resolution: We aim to resolve complaints within 14 days of receipt. So please make sure to keep this in mind.
5. Communication: We will be keep informed throughout the entire process. And we will provide a detailed response to your complaint, including any steps taken to resolve the issue or improve our services.

We take every single complaint, no matter the scope or scale, extremely seriously and we strive to maintain a 100% resolution satisfaction rate. We view every user who complains as an opportunity to improve our service, genuinely. And we offer a route for escalation to those users who want to take it a step further after our initial response.

We have a structured path to resolution purposefully set in place to address every user-submitted issue in the same thorough manner, without skipping stages. Therefore, when we receive a complaint, it is first assigned to one of our Complaints team members, who evaluate the issue in detail and drafts a path to resolution.

Then that team member passes the complaint to another team member without giving him context, as to not skew their opinion. The second team member does the same detailed evaluation of the issue plus a path to resolution, after which both the user complaint and the two independent evaluations are sent to the entire Complaints team. They all vote on which of the two paths to resolution is most viable, and write a response that is sent to the user.

We then continue the conversation with the user until we reach a satisfactory resolution.

This may involve us making corrective actions, submitting service or software improvements to our dev team, or implementing any other measures which address the underlying issue.

The goal here is to address and resolve user complaints in a thorough, multi-perspective manner, and to present a satisfactory course of action within the designated timeframe of 14 days after receipt.

As we’ve mentioned throughout this page, we truly strive to improve the user experience by promoting open communication. For which reason, we added an additional layer to our complaints procedure. That’s specifically for those users who are not satisfied by our initial response or those who simply want to add additional comments and push them up to our senior team.

Therefore, if your complaint didn’t receive a satisfying answer or you want to add anything additional, you can escalate that complaint to our senior team for further review. You can reach out to our senior management directly via [email protected]. Please outline the nature of your complaint and why you believe it has not been satisfactorily resolved, or anything else that you feel is pertinent to your case.

Our senior team will review your case with the highest priority. They take escalated complaints very seriously and also hold the whole complaints team accountable. This process ensures that all concerns and complaints are thoroughly examined, from multiple points of view. It also creates an ecosystem of internal accountability, which results in better user outcomes. And finally, it gives the users another avenue for pursuing complaints resolution. The goal is to resolve these complaints in alignment with our commitment to patient satisfaction and service excellence.

We’re truly committed to improving our service, support and complaint handling processes. And we regularly update this support and complaints procedures page to reflect how we’ve improved these systems. We may add new practices, policies, and/or procedures for the purposes of enhancing our service quality, again to benefit our users and the healthcare providers on our platform, plus to always maintain a 100% responsiveness rate.

That’s why we encourage you to read this page whenever you can, preferably regularly so that you stay up to date with our most recent updates. And so that you always remember we, at Resoken, offer a comprehensive support system and a complaints procedure with an additional complaints escalation system in cases where you would like to appeal our initial decision.