Complaints and Grievances Policy
At GeoSecure Strategies, we take complaints and grievances from our employees, clients, and any members of the public who have interacted with our staff very seriously. We are committed to providing a transparent, efficient, and respectful process for addressing concerns, ensuring that all parties are heard, and appropriate actions are taken.
- Commitment to Timely Response
We understand the importance of promptly addressing complaints and grievances.
Our goal is to:- Acknowledge Receipt: Respond within four hours of receiving an initial complaint or grievance.
- Investigate: Conduct a thorough investigation within 24 hours of acknowledgment.
- Resolve: Issue any necessary corrective actions within 72 hours of completing the investigation.
- Reporting a Complaint or Grievance
Complaints or grievances can be reported through the following channels:
Email: Send a detailed account of the issue to complaints@geosecurestrategies.com - Process for Handling Complaints and Grievances
Our process for handling complaints and grievances is designed to be thorough and fair:- Initial Response: Within four hours of receiving the complaint or grievance, we will acknowledge receipt and provide the complainant with information on the next steps.
- Investigation: A designated member of our team will investigate the complaint or grievance within 24 hours. This may include gathering additional information, interviewing relevant parties, and reviewing any necessary documentation.
- Resolution: Based on the findings of the investigation, we will take appropriate corrective actions within 72 hours. We will communicate the outcome to the complainant and ensure that any necessary steps are taken to prevent similar issues in the future.
- Confidentiality and Anonymity
We respect the confidentiality and anonymity of all parties involved in a complaint or grievance. Information will be shared only with those who need to know in order to resolve the issue. - Follow-Up
After resolving a complaint or grievance, we will follow up with the complainant to ensure satisfaction with the resolution and to address any further concerns. - Continuous Improvement
Feedback from complaints and grievances is invaluable for our continuous improvement. We regularly review and analyse the issues raised to identify patterns and implement systemic changes to enhance our services and practices. - Contact Us
If you have any questions or need further assistance regarding our complaints and grievances process, please contact us at:
Email: complaints@geosecurestrategies.com
We appreciate your cooperation and feedback, as it helps us maintain the highest standards of service and integrity.
