Complaint Policy

Effective Date: November 2024

1. Introduction

At RedQuill, we prioritize maintaining a safe and compliant environment. We understand that concerns or complaints may arise from time to time, and we are committed to addressing them promptly and effectively. This Complaint Policy outlines the process for users to file complaints regarding any issues encountered while using our platform.

Upon receiving a complaint, RedQuill will review the reported content within 7 business days.

Outcomes of our review may include:

• Content Removal: If the content violates our ToS or applicable law, it will be removed or modified.

• Content Retention: If the content complies with our ToS and applicable law, it will remain available.

• Other Actions: Depending on the violation, we may issue warnings, suspend, or terminate user accounts.

RedQuill reserves the right to update this policy to align with applicable laws and improve user experience.

2. Customer Support

RedQuill's Support Team (known also as Care Team) is committed to providing prompt and effective assistance. Users can contact our team if they come across any issues or have inquiries regarding RedQuill. All inquiries are managed with professionalism, confidentiality, and impartiality.

3. Submitting a Complaint

Users who wish to file a complaint can contact our customer support team atsupport@redquill.net

4. Information to Include in the Complaint

When submitting a complaint, users are encouraged to provide the following details to help us investigate and address the issue promptly:

• Subject line starting with "[COMPLAINT]" for easy identification

• User's full name and e-mail

• Description of the complaint, including relevant details such as the date and time of the incident

• Any supporting documentation or screenshots, if applicable

5. Acknowledgment of Complaint

Upon receiving a complaint, our customer support team will acknowledge the receipt. All reported complaints will be thoroughly reviewed. We strive to address and resolve complaints within seven business days from the date of receipt. During this time, we may contact you for additional information to better understand the nature of the complaint.

6. Investigation and Resolution

We will conduct a thorough investigation into each complaint to understand the nature of the issue. Our goal is to provide a resolution within a reasonable timeframe. Depending on the complexity of the complaint, some cases may require additional time to conduct a comprehensive investigation. Users will be kept informed of the progress and expected resolution timeline.

7. Feedback and Follow-Up

Once the complaint has been addressed, users will receive feedback regarding the outcome of the investigation and any actions taken. We may also seek user feedback on the resolution process to continuously improve our services.

If a user is dissatisfied with the resolution provided, they may request further escalation. In this case, users can notify our support team within a reasonable timeframe, providing clear reasons for their dissatisfaction with the initial resolution. The case will be reviewed by individuals or teams not initially involved in the complaint resolution process. They will reassess the complaint and reconsider the previous decision. The user will be notified of the outcome of the escalation within a reasonable timeframe.