Complaints handling
At Secure Impact, we take all feedback seriously. If our services fall short of exceptional or an issue remains unresolved through informal means, you have the right to raise a formal complaint. Our process ensures a thorough investigation and resolution of your concerns. To initiate a complaint, please email us at feedback@secure-impact.com, providing a detailed description, including:
- Nature of the complaint
- Dates
- Any supporting documentation
Here's how it works
- Within three business days of receiving your complaint, we will acknowledge its receipt. The investigation will be conducted by our VP of Technology, under the oversight of our General Manager.
- We will thoroughly investigate, considering all relevant information and supporting documentation. If needed, we may conduct internal investigations. We may request additional information from you to aid the process. Confidentiality is maintained, and there will be no victimization or disadvantage to the complainant.
- Within five business days of completing the investigation, we will provide a written response detailing the findings, outcomes, and proposed action. If we can't resolve the complaint within this timeframe, we will notify you of the delay and provide an updated resolution timeline.
- If the proposed action falls short of your satisfaction, we encourage you to engage with us to explore alternative solutions. Our aim is to reach a fair and amicable resolution.
- You have the right to appeal if you believe the complaint hasn't been adequately addressed. Inform us of your appeal and request higher-level management oversight. We will guide you through the escalation process.
- If you exhaust all internal options and remain unsatisfied, you may consider external options such as seeking legal counsel. However, we strive to address and resolve complaints internally before reaching this stage.
Please note that we reserve the right to amend the complaint process, with any updates available on our website.
This process applies solely to issues related to our consultancy services and doesn't cover third-party services or products.
For any questions or further clarification regarding our complaint process, please don't hesitate to contact us.
