Complaints Policy

Complaints Policy for IFRS Lab

Introduction

At IFRS Lab, we are committed to providing high-quality services to all our clients and partners. We recognize that sometimes things can go wrong, and when they do, we encourage feedback and complaints to help us improve. This policy outlines our approach to receiving and handling complaints.

Scope

This policy applies to all our services and operations, covering complaints from clients, partners, stakeholders, and the public regarding our business practices, employee conduct, or any other aspects of our operations.

Purpose

The purpose of this policy is to ensure that:

Complaints are handled fairly, efficiently, and effectively;
Complainants feel that their grievances are taken seriously;
The process is transparent and confidential;
Resolution is timely.

How to Make a Complaint

Informal Resolution: We encourage an informal resolution initially, if possible. Please speak directly with the relevant department or contact.

Formal Complaint: If the issue cannot be resolved informally, please submit your complaint in writing (email or letter) to our designated Complaints Officer.

Include all relevant details: your name, contact information, details of the complaint, and any proposed resolution.

Online Submission: Complaints can also be submitted through our website via the dedicated complaints form.

Processing Your Complaint

Acknowledgement: We will acknowledge receipt of your complaint within three business days.

Investigation: Your complaint will be investigated impartially by an appropriate person who was not directly involved in the matter.

Response: We aim to resolve complaints within 15 business days of receipt. If the issue is complex and requires more time, we will inform you of the new timeline and progress.

Resolution: We will contact you to discuss the findings and agree on a resolution.

Escalation

If you are not satisfied with the initial resolution, you can request an escalation of your complaint. The escalated complaint will be reviewed by a senior manager or the director, and a final decision will be communicated within an additional 10 business days.

Confidentiality

All complaints received will be treated with confidentiality and in accordance with relevant data protection regulations.

Review

This policy will be reviewed annually to ensure its effectiveness. Suggestions for improvements from stakeholders are welcome as part of the review process.

IFRS Lab

Typically replies within a day