Complaints Policy
Introduction:
We are dedicated to delivering high-quality services and ensuring client satisfaction. We understand the importance of clear communication and take all concerns seriously. This policy outlines how complaints are managed and resolved.
Scope:
This policy applies to all clients and covers complaints related to the quality of work, project timelines, communication, billing, or any other service-related issues.
How to Make a Complaint:
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Initial Contact:
If you have concerns about any aspect of the service provided, please reach out to us directly. A quick conversation or email exchange can often resolve issues swiftly and effectively.
Complaint Handling Process:
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Acknowledgment:
We will acknowledge your complaint within 2 business days, and confirming the steps we will take to investigate. -
Investigation:
We will review all relevant information, which may include project files, correspondence, and service agreements, to understand and address the issue comprehensively. -
Resolution:
We aim to resolve complaints within 10 business days. If the issue is complex and requires additional time, we will keep you informed of our progress and expected resolution timeline. -
Outcome:
You will receive a written response detailing the findings and the actions taken to resolve your complaint or improve services moving forward.
Confidentiality:
We treat all complaints with the utmost confidentiality, sharing details only with those directly involved in the resolution process.
Feedback:
Your feedback on the complaint process is invaluable for improving our services. Please do not hesitate to share your thoughts or suggestions.
