Complaints Procedure.

Effective Date: [Insert Date]

At Global Project Strategies, we are committed to delivering high-quality services and ensuring client satisfaction. However, if you feel that we have fallen short of your expectations, we encourage you to inform us. This Complaints Procedure outlines how to raise concerns and how we will address them.

1. How to Make a Complaint

If you have a complaint regarding our services, you can contact us through the following methods:

  • Email: Send your complaint to support@globalprojectstrategies.com. Please include your name, contact details, and a detailed description of your complaint.

  • Post: You can also submit a written complaint to:

    Global Project Strategies
    128 City Road
    London, EC1V 2NX

In your complaint, please include the following information:

  • Your full name and contact details.

  • A detailed description of the issue.

  • Any relevant supporting documents or information.

  • The resolution you are seeking (if applicable).

2. Acknowledgment of Complaints

Upon receiving your complaint, we will acknowledge receipt within 2 business days. This acknowledgment will include:

  • The name of the person handling your complaint.

  • The reference number for your complaint (if applicable).

  • A timeframe for the next steps.

3. Investigation

Once we have acknowledged your complaint, we will conduct a thorough investigation, which may involve:

  • Reviewing your account, contract, or correspondence related to the issue.

  • Gathering statements or additional information from relevant parties (e.g., consultants or clients involved).

We aim to resolve complaints within 10 business days of acknowledging receipt. If we require more time to investigate the matter, we will notify you and provide a revised timeframe for resolution.

4. Resolution

Once the investigation is complete, we will:

  • Contact you with the outcome of our investigation.

  • Offer a clear explanation of the findings.

  • Propose appropriate actions to resolve the issue (if the complaint is upheld). This could include a formal apology, corrective actions, or financial adjustments, where applicable.

If you are satisfied with the resolution, we will consider the complaint closed. If you are not satisfied, you may escalate the matter (see below).

5. Escalation of Complaints

If you are unhappy with the resolution provided, you may escalate the complaint by contacting:

  • Senior Management at support@globalprojectstrategies.com or by post at the address above.

Once escalated, a senior manager will review your complaint and the actions taken so far. We aim to resolve escalated complaints within 5 business days. If more time is needed, we will provide you with an update and the reasons for the delay.

6. Further Recourse

If, after escalation, you are still not satisfied with our handling of the complaint, you may seek external advice or contact relevant regulatory bodies, depending on the nature of the issue.

7. Confidentiality

We treat all complaints in strict confidence. Information about your complaint will only be shared with those directly involved in the investigation and resolution process.

8. Monitoring and Continuous Improvement

We monitor complaints regularly to identify trends and areas for improvement in our services. This helps us to refine our processes and prevent similar issues from arising in the future.

9. Contact Information for Complaints

For all complaints or related inquiries, please contact us:

Global Project Strategies
128 City Road
London, EC1V 2NX
Email: support@globalprojectstrategies.com