Complaints

Client Feedback and Appeal/Complaints Handling

The feedback of each and every client is very important to us, and as part of the British policy, the effective appeal and complaints handling processes are crucial for maintaining transparency, addressing grievances, and continuously improving our services. We are committed to providing support and ensuring a fair resolution for any appeals or complaints raised by our clients. In case of any complaint, please follow the process:

Appeals Process:

If a client disagrees with a decision made during the certification process, they have the right to appeal. At IQMC, we have a well-defined appeals process that ensures impartiality, fairness, and thorough consideration of all appeals.

The process of Appeal involves the following steps:

Submission of Appeal: The client submits a written appeal, providing detailed information about the specific issue, including the reasons for the disagreement and any supporting evidence.
Review and Evaluation: The Appeal is reviewed by the Committee, carefully assessing all relevant information and documentation. A fair and objective evaluation of the appeal is done, considering applicable standards, guidelines, and regulatory requirements.
Independent Assessment: In cases where additional expertise or an unbiased opinion is required, we may involve independent assessors who have no prior involvement in the disputed decision.
Decision and Communication: Once the appeal is thoroughly evaluated, we make a decision based on the merits of the case. We communicate the outcome to the client in a timely manner, providing a clear and concise explanation of the decision.

Complaints Process:

At IQMC, we are committed to addressing any complaints raised by our clients promptly and effectively. Our complaints handling process is designed to ensure that complaints are handled impartially, professionally, and in accordance with established procedures. The process involves the following steps:

Complaint Submission: Clients can submit their complaints in writing, detailing the nature of the complaint, relevant facts, and any supporting evidence. We encourage clients to provide as much information as possible to facilitate a thorough investigation.
Complaint Evaluation: Our dedicated complaints handling team conducts a comprehensive evaluation of the complaint, considering all relevant information and documentation. We ensure confidentiality and treat complaints with the utmost seriousness and sensitivity.
Investigation and Resolution: We initiate an investigation to gather additional information, interview relevant parties, and assess the circumstances surrounding the complaint. Our goal is to reach a fair and appropriate resolution that addresses the concerns raised by the client.
Communication and Feedback: We maintain open and transparent communication with the client throughout the complaints handling process, providing regular updates on the progress of the investigation. Once the complaint is resolved, we seek feedback from the client to ensure their satisfaction with the outcome.