Customer Satisfaction PolicyOctober 3, 2023 2023-10-20 10:18
Customer Satisfaction Policy
Customers and members of the public who wish to complain about the service provided by a reseller for an Intelligence Gateway course should exhaust the reseller’s complaints process before involving Intelligence Gateway. However, in exceptional circumstances where contact with the reseller is not possible, customers can make a complaint directly to Intelligence Gateway.
WHAT INFORMATION SHOULD I INCLUDE IN MY COMPLAINT?
When you contact us, please provide your full name, and contact details (including a daytime telephone number), along with:
A detailed description of your complaint, including subject matter, dates, and times if known.
Names of individuals you have interacted with regarding the complaint.
Copies of any relevant emails or documentation related to the complaint.
WHAT WILL HAPPEN TO MY COMPLAINT?
We will typically acknowledge receipt of your complaint within three working days, informing you of the investigator assigned to your case.
Our goal is to thoroughly investigate the complaint within ten working days. However, for more complex complaints, we may need more time. In such cases, we will inform you of the extension. During this period, we may contact you for additional information or clarification and may recommend a meeting if necessary. Please ensure your contact details are up to date, especially if your issue is urgent.
At the conclusion of the investigation, we will communicate our decision to you in writing or via email. Please note that we may choose not to consider complaints made outside the time frame specified in this policy, at Intelligence Gateway’s discretion.
If any part of your complaint is substantiated, we will respond accordingly and carefully consider how we can enhance our service and processes.
WHAT IF I DISAGREE WITH THE RESPONSE?
If you disagree with the decision, please contact Intelligence Gateway’s IT Director, Zeeshan Parwez , via email at firstname.lastname@example.org or email@example.com or using the postal address provided in the “How to Complaint” section.