Complaints and Dispute Resolution Policy 

Complaints and Dispute Resolution Policy

This Complaints and Dispute Resolution Policy ensures that Clientss understand the steps they need to take to raise concerns and how those concerns will be addressed. The policy outlines clear timelines and procedures for both us and our Clientss to ensure fair and transparent complaint handling and resolution.

Last updated: 1 October 2024

1. Introduction

At Global Social Innovators (“we”, “us”, “our”), we are committed to providing high-quality services and Clients support. However, we understand that there may be times when you feel dissatisfied or have concerns about our services. This Complaints and Dispute Resolution Policy (“Policy”) outlines the procedure for addressing and resolving any complaints or disputes in a fair, transparent, and timely manner.

2. Purpose

The purpose of this Policy is to ensure that:

• All complaints are handled effectively and promptly.

• We resolve disputes in a fair and consistent manner.

• Clientss feel heard and valued when raising concerns.

3. What Constitutes a Complaint?

A complaint is any expression of dissatisfaction made by a Clients regarding our services, staff, or products. This can include:

• Issues with service quality or performance.

• Billing and payment concerns.

• Disagreement with terms, policies, or decisions made by us.

• Any other grievances you may have regarding our services.

4. How to Submit a Complaint

4.1 Submitting a Complaint

If you have a complaint, we encourage you to contact us as soon as possible so that we can address your concerns promptly. You can submit your complaint through one of the following methods:

Email: Send your complaint to [email address] with a detailed description of the issue.

Phone: Contact our Clients support team at [phone number] during business hours.

Postal Mail: Write to us at [company address], including your full contact details and a description of the issue.

4.2 Information to Provide

When submitting a complaint, please include the following information to help us investigate and resolve the issue efficiently:

Your name and contact information.

A description of the issue or concern.

Relevant dates, supporting documentation (e.g., emails, screenshots, invoices), and any communication you’ve had with our team so far.

Your desired outcome or resolution (if applicable).

5. Acknowledgment and Investigation

5.1 Acknowledgment of Complaint

We will acknowledge receipt of your complaint within 2 business days of receiving it. This acknowledgment will confirm that we have received your complaint and are in the process of investigating it.

5.2 Complaint Investigation

We will assign your complaint to a designated member of our team for investigation. This person will be responsible for reviewing all relevant information and reaching a resolution. Depending on the complexity of the complaint, we may need to contact you for further information or clarification.

6. Resolution Process

6.1 Timeline for Resolution

We aim to resolve all complaints within 10 business days. In the event that a complaint requires more time due to its complexity or other factors, we will notify you of the delay and provide an updated timeline for resolution.

6.2 Resolution Communication

Once we have resolved your complaint, we will inform you of the outcome via your preferred method of contact (email, phone, or mail). If your complaint involves a refund, compensation, or other corrective actions, we will explain how these will be processed.

6.3 Escalation Process

If you are not satisfied with the outcome of your complaint, you have the right to escalate the issue. You can request that your complaint be reviewed by a senior member of our team or the management. The escalated complaint will be re-evaluated, and you will be informed of any further actions or adjustments to the resolution.

7. Dispute Resolution

7.1 Internal Dispute Resolution

If a complaint cannot be resolved through our normal complaints process, the issue may be referred to internal dispute resolution. We will work with you to reach a mutually agreeable solution and provide all relevant information regarding the complaint.

7.2 Alternative Dispute Resolution (ADR)

If we are unable to resolve the dispute through internal processes, you may seek independent assistance through an Alternative Dispute Resolution (ADR) service. ADR services are impartial and aim to resolve disputes without the need for court proceedings. If you wish to pursue ADR, we will provide you with details of the relevant ADR provider for our industry.

7.3 Right to Legal Action

If all efforts to resolve the dispute through our internal processes and ADR have been unsuccessful, you have the right to seek resolution through the courts. However, we encourage all Clientss to exhaust our internal and ADR processes before taking legal action.

8. Clients Rights and Protections

8.1 Right to Fair Treatment

We are committed to handling all complaints and disputes with fairness, impartiality, and confidentiality. You will not be treated unfairly for making a complaint, and your use of our services will not be affected during the investigation of your complaint.

8.2 Consumer Rights

This Policy does not affect your statutory rights under U.K. law, including the Consumer Rights Act 2015, which entitles you to services that are of satisfactory quality, fit for purpose, and provided as described.

9. Monitoring and Continuous Improvement

We regularly review complaints and dispute resolution outcomes to identify trends and areas for improvement in our services. We use this feedback to enhance the quality of our services and Clients experience.

10. Contact Us

If you have any questions about this Complaints and Dispute Resolution Policy or wish to submit a complaint, please contact us:

• Email: hello@globalsocialinnovators.org.uk

• Phone: 033

• Postal Mail: 1349 London Road Leigh-on-Sea SS9 2AB

We value your feedback and are committed to resolving any issues you may have in a fair and timely manner.