JReg Consultancy Ltd will always do our best to provide you with the best possible service. It is important to us we maintain our reputation as an organisation delivering high-quality professional services and we are committed to responding to the needs and concerns of our clients. We do however recognise that sometimes things might not work out the way intended and have therefore developed this Policy as a structured and transparent process for addressing and resolving client complaints.
If at any point you become unhappy or concerned about services provided by JReg Consultancy Ltd please inform us immediately via the steps below to ensure that your concerns are resolved quickly:
First
Where possible, complaints should be raised immediately with the consultant working on your matter to discuss your concerns, and we will do our best to resolve any issues at this stage. You may prefer to put your concerns in writing, in which case please send your letter or an email to the person who is the lead on the project for you.
Second
If your main contact is not able to resolve matters to your satisfaction or if you find it difficult to speak to them about a complaint, please write to or call our Business Operations Director, Katy Evans katy.evans@jreg.co.uk who will initiate our formal complaints process and work to investigate the concern and work with you with the aim to resolve the situation.
Third – Escalation Process
If at any time there are concerns from a compliance, ethical or legal perspective and are dissatisfied in the way your complaint has been handled, please email Julie Moore jmoore@jreg.co.uk whom is the Managing Director of the business. We would perform an escalation process internally if the complaint required such involvement, but we want to offer the ability for all our customers to contact senior management at any time during any level of dissatisfaction with services.
Any stage:
What we will do
After sending you an acknowledgment within three days of your complaint, we aim to investigate your complaint and give you a full response within 21 days. If your complaint is more complex we may require more time, and will let you know when you will receive a full response.
If our service to you is found to be below standard, or where there has been a dispute, we will discuss ways in which we can make things better as part of the investigation stage. Finally, we will make a decision as to whether it would be appropriate to compensate you in some way.
Where resolution is not possible, input from JReg legal representation will be pursued.