Complaints & Resolution Policy

 

RUSD LTD is committed to resolving service issues in a fair, efficient, and documented manner. This policy outlines the mandatory procedure for raising and resolving formal grievances.

1. MANDATORY SUBMISSION CHANNEL

To ensure an audit trail and data security, all formal complaints must be submitted via the Official Client Portal Support System or directed to support@rusd.uk.

  • Non-Official Channels: Grievances submitted via Social Media, public review platforms, or instant messaging (e.g., WhatsApp) are considered informal and will not trigger this formal resolution process.

2. RESPONSE & INVESTIGATION TIMEFRAMES

  • Acknowledgment: We aim to provide an initial response within 1–3 working days.
  • Investigation: Complex technical issues involving server infrastructure, SEO data, or third-party API failures may require up to 10 working days for a full internal audit.

3. RESOLUTION FRAMEWORK

All decisions and resolutions are made strictly in accordance with our Master Terms & Conditions and Service Activation Agreement. We prioritize evidence-based resolutions using server logs, project briefs, and documented email threads.

4. LIMITATIONS & REFUNDS

This policy does not create an automatic right to a refund. Refund eligibility remains governed by our Digital Goods Refund Policy. Participation in this resolution process does not waive RUSD LTD’s right to enforce contractual obligations, including the payment of outstanding invoices.

5. FINAL ESCALATION

If a resolution cannot be reached internally, the dispute shall be governed by the Laws of England and Wales. We encourage mediation prior to any legal escalation.

CONTACT & REGULATORY INFORMATION
RUSD LTD
82 Reddish Road, Stockport, SK5 7QU, UK
Phone: 0161 451 5105
Email: support@rusd.uk

ICO Registration: ZC106182
Professional Indemnity: ZE8SAOCWDW
Public Liability: L6Q5DDTHNP

Last Updated: March 31, 2026

RUSD LTD