Global Smart Professional Service LTD Complaints Procedure

1. Our Commitment

Global Smart Professional Service LTD is committed to providing high-quality products and services. We recognize that sometimes things go wrong, and when they do, we are committed to handling all complaints fairly, consistently, and promptly. Your feedback is vital to improving our service.

2. Definition of a Complaint

A complaint is defined as an expression of dissatisfaction made by one or more customers/stakeholders about our services, products, staff, or complaint handling process itself, where a response or resolution is explicitly or implicitly expected.

3. How to Submit a Complaint

We encourage you to submit your complaint in writing to ensure all details are accurately recorded.

A. Required Information:

To help us resolve your issue quickly, please include the following:

Your Full Name and Contact Details (phone and email).
Date of the Incident/Problem.
A Detailed Description of the Complaint: Explain clearly what happened, who was involved (if applicable), and what dates/times are relevant.
Reference Numbers: Include any relevant order numbers, account numbers, or invoice numbers.
Desired Resolution: State clearly what you believe would resolve the issue (e.g., refund, apology, corrective action, repair).

B. Submission Channels:

You can submit your complaint through one of the following methods:

Method	Contact Detail
Email (Preferred)	[Insert dedicated Complaints Email Address, e.g., complaints@yourcompany.com]
Postal Mail	[Insert Physical Address for Complaints Department]
Online Form	[Insert Link to Online Complaint Form on Your Website]

4. The Formal Complaints Process

Our formal process is divided into two stages to ensure thorough investigation and resolution.

Stage 1: Initial Investigation and Resolution

Step	Action	Timeframe
1. Acknowledgement	We will acknowledge receipt of your complaint in writing (usually via email) and provide you with a unique reference number for tracking.	Within [Insert number, e.g., 3] business days of receipt.
2. Investigation	Your complaint will be assigned to the appropriate department head or a dedicated Complaints Officer for a full and impartial investigation. This may involve reviewing records, interviewing staff, and gathering necessary evidence.	[Insert number, e.g., 10] business days.
3. Initial Response	We will issue a written response detailing the outcome of the investigation, the decision reached, and the proposed resolution (e.g., action plan, refund offer, or explanation of why the complaint was not upheld).	Within [Insert number, e.g., 15] business days of receipt. If the investigation requires more time, we will contact you before this deadline to provide an updated timeframe.

Stage 2: Formal Review / Appeal

If you are not satisfied with the outcome provided in Stage 1, you have the right to request a formal review.

Request for Review: You must request the review in writing, referencing your unique complaint number, and clearly stating why you are dissatisfied with the Stage 1 outcome.
Review Assignment: The complaint will be escalated to a Senior Manager or Director who was not involved in the initial investigation. This individual will review all previous findings, evidence, and the Stage 1 decision.
Final Decision: The Senior Reviewer will issue a Final Written Response. This response will outline the final decision of the company and explain the reasons for that decision. This marks the end of our internal complaints process.

Review Action	Timeframe
Request Deadline	You must submit the review request within [Insert number, e.g., 10] business days of receiving the Stage 1 response.
Final Review Response	The Final Written Response will be sent to you.

5. Confidentiality and Record Keeping

All complaints will be handled with confidentiality and only shared with the staff members involved in the investigation and resolution process. We maintain a detailed log of all formal complaints for internal review to help identify trends and improve our services. We will retain records of all complaints for a minimum of [Insert number, e.g., 3] years.