1. Purpose
This Complaint Handling Policy outlines the process by which Bizoso Consulta addresses client concerns or complaints. We are committed to resolving all complaints efficiently, transparently, and within the specified timelines.
2. Core Communication Platform
- Email as Primary Channel:
All complaints must be submitted via email to our official support address or through the designated ticketing system on our platform. - No Verbal Communication Accepted:
Verbal communication (e.g., phone calls or in-person conversations) will not be accepted as formal complaints or for resolution purposes. Only written correspondence via email or our ticketing system is considered official.
3. Complaint Submission Process
- Clients must provide detailed information about their complaint, including:
- Full name and contact information.
- A clear description of the issue.
- Supporting documents, if applicable.
- Upon receiving the complaint, Bizoso Consulta will issue a ticket number to the client for tracking purposes.
4. Resolution Timeline
- All complaints will be acknowledged within 2 working days of receipt.
- Complaints will be thoroughly reviewed, and clients will receive a resolution or response within 7 working days from the date of acknowledgment.
- In cases where more time is required, clients will be informed of the delay and provided with a revised timeline.
5. Tracking and Communication
- Clients can use their issued ticket number to track the status of their complaint.
- All updates, resolutions, and correspondence related to the complaint will be sent to the client’s email address.
6. Closure of Complaints
- A complaint will be considered closed when:
- The client receives a resolution and acknowledges it as satisfactory.
- Bizoso Consulta provides a final response, even if the client does not agree with the outcome.
- Clients may escalate unresolved complaints by responding to the original ticket email, and a senior representative will re-evaluate the case.
7. Policy Review and Updates
This policy will be reviewed periodically to ensure it remains aligned with business practices and regulatory requirements. Any updates will be communicated to clients via our official channels.
By adhering to this Complaint Handling Policy, Bizoso Consulta aims to provide a fair, consistent, and professional resolution process for all client concerns.