Introduction

Trusted Solutions Limited is committed to providing high-quality training courses to our clients. However, we recognize that there may be occasions when clients feel dissatisfied with the service they have received. This document outlines the procedure for clients to raise their concerns and how we will handle complaints to ensure a fair and timely resolution.

Step 1: Informal Resolution

1. Initial Contact

• Clients are encouraged to address their concerns directly with the course instructor or the relevant department head as soon as possible. Often, issues can be resolved quickly and informally at this stage.
• Clients are also encouraged to contact us during working hours either via phone/email or any other communication method.

Step 2: Formal Complaint

1. Submission of Complaint

• If the issue is not resolved informally, clients should submit a formal complaint in writing. Complaints should be addressed to: academy@trustedsol.com 
• The complaint should include (as per relevant Complaint Form):

        ◦ Client’s full name and contact details.
        ◦ Details of the course attended.
        ◦ A clear description of the issue or concern.
        ◦ Any supporting evidence or documentation.

2. Acknowledgement

• Upon receipt of the formal complaint, the Customer Service Department will acknowledge the complaint within five (5) working days, confirming that the complaint has been received and is being investigated.

Step 3: Investigation

1. Review Process

• The complaint will be thoroughly investigated by the director of the company who was not involved in the matter being complained about. This ensures an unbiased review. If the Director was involved then the complaint will be handled by the Head Training, Marilena Hadjipanayi.

2. Communication

• During the investigation, the client may be contacted for further information or clarification.

3. Resolution Timeframe

• Trusted Solutions Limited aims to resolve all formal complaints within twenty (5) working days. If more time is needed, the client will be informed of the reasons for the delay and provided with a new resolution timeframe.

Step 4: Outcome

1. Decision

• Upon conclusion of the investigation, the client will receive a written response detailing:

        ◦ The outcome of the investigation.
        ◦ Any actions taken to resolve the complaint.
        ◦ Any changes or improvements made to prevent a recurrence of the issue.

2. Further Steps

• If the client is not satisfied with the outcome, they may request a further review. This request should be submitted in writing within ten (10) working days of receiving the initial decision and will be reviewed by a senior executive.

Record Keeping

• All complaints and related correspondence will be documented and retained for a minimum of five (5) years. This helps us to monitor the effectiveness of our complaints procedure and make continuous improvements to our services.

Contact Information

For any queries related to the complaints procedure, please contact our Customer Service Department at academy@trustsolutions.com.


Conclusion

Trusted Solutions Limited values client feedback and views complaints as an opportunity to learn and improve our services. We are committed to resolving complaints fairly, efficiently, and in a timely manner.


If you have any questions or require further information, please do not hesitate to