Complaints Procedure

Prophy.ai Complaints Procedure

1. Submission of Complaint

If you have a complaint, please send an email to info@prophy.ai with a detailed description of the issue, including any relevant information or documentation that will help us understand and address your concerns.

2. Acknowledgment of Complaint

We will acknowledge receipt of your complaint by the end of the next business day following its submission. This acknowledgment will include a reference number for your complaint, an outline of the steps we will take to investigate the issue, and the expected timeline for a response.

3. Investigation

Upon acknowledgment, our team will thoroughly investigate the complaint. This process may involve gathering additional information, consulting relevant departments, and reviewing any applicable records. Our goal is to ensure a fair and comprehensive assessment of the issue. Investigation takes from three to six business days. 

4. Resolution

Once the investigation is complete, we will communicate our findings and the proposed resolution to you. This will include any actions we plan to take to address the complaint and prevent similar issues in the future. We aim to resolve complaints promptly and will inform you of the expected time frame for resolution.

5. Feedback and Follow-Up

If you are satisfied with the resolution, we will close the complaint. However, if you feel the issue has not been adequately addressed, you may request a further review or escalate the complaint. We value your feedback and use it to continuously improve our services.

Thank you for helping us maintain high standards by bringing your concerns to our attention.