1. Receiving and Responding to Complaints and Grievances

BYLD Group will take all complaints and grievances seriously and will make every effort to resolve them in a timely and satisfactory manner. All complaints and grievances should be directed to the appropriate staff member or department. All complaints and grievances will be acknowledged and responded to within 5 business days of receipt.

2. Investigating Complaints and Grievances

BYLD Group will conduct a thorough investigation of all complaints and grievances. All investigations will be conducted in a fair and impartial manner, taking into account all relevant information. The investigation process may include interviews, surveys and review of relevant documents. The outcome of the investigation will be communicated to the complainant in writing.

3. Resolving Complaints and Grievances

BYLD Group will make every effort to resolve complaints and grievances to the complainant’s satisfaction. Where applicable, appropriate remedies may be offered, such as an apology, additional training or an adjustment to the services provided. Wherever possible, BYLD Group will strive to reach an amicable resolution to any disputes.

4. Appeals

If the complainant is not satisfied with the outcome of the complaint or grievance, they may lodge an appeal with the relevant department. All appeals will be assessed by a senior staff member and the complainant will be notified of the outcome in writing.

5. Confidentiality

BYLD Group will ensure that all complaints and grievances are treated with confidentiality. All information collected and exchanged during the complaint or grievance process will remain confidential, unless required by law.

We hope that this Complaint and Grievance Policy provides clarity and reassurance when it comes to resolving any issues that arise. We value your feedback and are committed to providing a fair and equitable approach to resolving any issues that may arise.

Do not Copy without Permission. 2022