METHOD FOR RECEIVING AND RESOLVING FEEDBACK, REQUESTS AND COMPLAINTS
1. Resolution mechanism
All customer complaints will first be resolved through negotiation. If the parties do not reach an acceptable agreement, either party may refer the matter to a competent state authority for resolution.
If an incident occurs because of an error by Redwell, we will immediately apply the measures necessary to protect the customer's interests.
2. Methods for receiving feedback, requests and complaints
Customers may submit a complaint and request resolution by Redwell using one of the following methods:
Method 1: Email us at glow@redwelltherapy.com
Method 2: Call 0707233987
Method 3: Send the complaint directly to 2nd Floor, Vietcomreal Building, 68 Nguyen Hue, Sai Gon Ward, Ho Chi Minh City, Vietnam.
3. Procedure for receiving and handling feedback, requests and complaints
Step 1: Submit the complaint
The customer submits a complaint concerning the service or rights that have not been fully protected to Redwell using one of the methods stated above.
Step 2: Receipt and processing of the complaint
Redwell will receive the customer's complaint and verify the information within 3 working days from the date of receipt.
Step 3: Resolution and response to the customer
The expected resolution period is:
- No more than 3 working days for an ordinary matter;
- No more than 7 working days for a complex matter requiring verification by multiple parties or depending on the verification result of a related entity.
Redwell will seek to verify the information and resolve the complaint promptly to protect the customer's interests. If the matter falls outside the ability or authority of Redwell, we will ask the customer to refer the matter to a competent state authority for resolution in accordance with law.
4. Measures and tools supporting complaint resolution
To support the resolution of feedback, requests and complaints, Redwell may apply one or more of the following measures:
- Store transaction-history information in the system;
- Store communications between the parties;
- Review documents, invoices and related materials;
- Receive and retain evidence provided by the customer;
- Assign a specialised department to receive and process the matter;
- Retain the resolution file for future inspection and comparison where necessary.
5. Basis and process for making a resolution decision
Redwell will consider the outcome of feedback, a request or a complaint on the basis of:
- Information provided by the customer and related parties;
- Data stored in the systems of Redwell;
- Transaction history;
- Contracts, terms of use and policies published on the website;
- Applicable law;
- Other lawful documents and evidence.
A resolution decision will be made after Redwell completes verification and assessment of the full relevant file.
If the parties disagree with the outcome issued by Redwell, they may continue negotiating or ask a competent state authority or court to resolve the matter in accordance with law.