Making a Complaint

At Rebel Boy Media, we are committed to providing the highest level of service to our valued customers. However, in the unlikely event of a problem or complaint we will do everything possible to ensure it is dealt with quickly and fairly. This policy outlines our approach to handling and managing customer complaints to ensure a fair and prompt resolution.

We always aim to respond to your complaint within 10 working days.

We encourage you to reach out to us directly if you have any concerns or issues regarding our services. We believe that many problems can be resolved more quickly and efficiently through direct communication. Our dedicated staff are here to listen and work with you to find a satisfactory solution.

If, after contacting us, you feel that your concern has not been adequately addressed, you may proceed to submit a formal complaint. We are committed to treating all complaints with fairness, impartiality, and confidentiality. You can submit a complaint through your online account by creating a new support ticket and selecting 'complaint' from the drop down menu.

Upon receiving your formal complaint, we will acknowledge it promptly, usually within 24 hours. We will provide you with a confirmation of receipt and assign a unique reference number to your complaint for future reference. Our team will maintain a central record of all complaints received, ensuring that each case is handled diligently.

We take your complaint seriously and will conduct a thorough investigation to gather all necessary information. We may communicate with you, our internal team, or any third-party vendors involved to better understand the issue from your perspective. Our aim is to resolve your complaint in a fair and timely manner.

Throughout the complaint resolution process, we will keep you informed of the progress and any potential solutions. We strive to maintain open lines of communication and will respond to your inquiries promptly. Should there be any delays or unforeseen circumstances, we will provide you with updates and revised timelines.

Once your complaint is resolved, we will follow up with you to ensure your satisfaction and address any remaining concerns you may have. We value your feedback and consider it an opportunity to improve our services. We regularly review complaints received to identify trends, recurring issues, or areas for enhancement. Your feedback will help us refine our processes and enhance our customer experience.

By encouraging you to contact us first, we aim to provide a faster and more satisfactory resolution to any concerns you may have. We appreciate your trust in us and remain dedicated to delivering exceptional video production services.

If you have any questions or require further assistance, please do not hesitate to contact our dedicated customer service team.

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