COMPLAINTS POLICY
At Gallantry Group, we are committed to delivering the highest standard of service and upholding our values of integrity, respect, and professionalism. We recognise, however, that there may be times when we do not meet our own high standards. When this happens, we want to hear about it, address the issue promptly, and do what we can to make it right. This Complaints Policy outlines how you can tell us if you are not satisfied with our services, and how we will handle your complaint.
HOW TO MAKE A COMPLAINT
If you are not satisfied with the level of service you have received from us, we encourage you to let us know. You can make a complaint in writing, by email, or by phone. Please provide as much detail as possible, including any relevant dates, times, and the names of any employees involved. This will help us to understand and investigate your complaint thoroughly.
ACKNOWLEDGING YOUR COMPLAINT
We aim to acknowledge all complaints within a few working days of receiving them. We will provide you with a complaint reference number and the name of the person who will be handling your complaint. This individual will be your point of contact throughout the process.
INVESTIGATING YOUR COMPLAINT
Your complaint will be investigated thoroughly and fairly. We will review all relevant documents and speak to the staff members involved. In some cases, we may need to contact you to clarify details or request additional information. Our goal is to understand exactly what went wrong and why.
RESOLVING YOUR COMPLAINT
CONFIDENTIALITY
All complaints will be handled with sensitivity and confidentiality. The details of your complaint will only be shared with those who need to know in order to investigate and resolve the issue.
LEARNING FROM COMPLAINTS
We view complaints as an opportunity to learn and improve. We are committed to learning from every complaint and feedback we receive to help us improve our services.