Complaints Procedure
We are committed to providing excellent service. If you have a complaint, we take it seriously and aim to resolve it fairly and promptly.
Our Commitment
At StillPointHQ, we strive to deliver high-quality services to all our clients. However, we understand that there may be occasions when our service does not meet your expectations. If this happens, we want to hear from you so we can put things right.
We treat all complaints seriously and use them as an opportunity to improve our services.
How to Make a Complaint
You can submit a complaint using any of the following methods:
When making a complaint, please provide:
- Your name and contact details
- Your company name (if applicable)
- A clear description of your complaint
- Any relevant dates, reference numbers, or documentation
- What outcome you are seeking
Our Complaints Process
Acknowledgement
Within 2 working daysWe will acknowledge receipt of your complaint within 2 working days and provide you with a complaint reference number.
Investigation
Up to 10 working daysA member of our team will investigate your complaint thoroughly. This may involve reviewing records, speaking with relevant team members, and gathering additional information.
Response
Within 14 working daysWe will provide you with a full written response within 14 working days of receiving your complaint. If we need more time, we will let you know and explain why.
Resolution
Our response will include our findings, any actions we will take, and, where appropriate, details of any remedy or compensation offered.
Escalation
If you are not satisfied with our response to your complaint, you may escalate the matter:
Senior Management Review
You may request an escalation to senior management by replying to your complaint response or emailing us with your complaint reference number. A senior member of our team will review your case and respond within an additional 10 working days.
For UK-based clients: If you remain dissatisfied after completing our internal complaints process, you may have the right to refer your complaint to relevant professional bodies or regulatory authorities, depending on the nature of your complaint.
What We Will Do
Contact Us
If you have any questions about our complaints procedure or need assistance, please contact us:
Email: [email protected]
Phone: +1 470-486-9469