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Complaints
Let's Resolve This Together
Complaints Process
At KS Business Consultancy, we are committed to providing the highest standards of service. However, if you are dissatisfied with any aspect of our service, we encourage you to follow our complaints process to ensure your concerns are resolved promptly and effectively.
Our process incorporates guidance from the Civil Mediation Council's (CMC) minimum standards for complaints procedures. Below is an outline of the steps to follow if you wish to make a complaint:
Step 1: Contact Us Directly
Please get in touch with us as soon as you sense dissatisfaction. You can reach us using the following channels:
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Telephone: 03300 431 757 (The Dispute Resolution Agency)
All complaints will be acknowledged in writing within 5 working days of receipt. We will strive to resolve your issue promptly and informally during this stage.
Step 2: Formal Notification and Investigation
If your complaint isn’t resolved during Step 1, you can submit a formal notification via email or telephone. Once formally lodged:
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Your complaint will be investigated and responded to within 21 working days from the date of receipt.
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If it takes longer to address, we will notify you in writing and provide an updated timeline.
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The investigation will be handled by an independent professional not directly linked to the subject of the complaint.
Step 3: Further Resolution via the Dispute Resolution Agency
If the complaint remains unresolved after Step 2:
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We will suggest alternative methods of dispute resolution, such as mediation, expert determination, or arbitration using an independent practitioner.
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You may select your own practitioner, or we can arrange assistance through The Dispute Resolution Agency.
Appeals and CMC Escalation
Should you remain dissatisfied, you may appeal to the CMC on certain grounds. For more details on their appeal process, visit their website at https://civilmediation.org/for-the-public/complaints.
Record Keeping
To ensure transparency and accountability, we maintain written records of all complaints, including correspondence, resolutions, and outcomes.
Thank you for trusting KS Business Consultancy. We are committed to continuously improving our services and welcome any feedback to enhance customer satisfaction.