Complaints Handling Procedure
1. Purpose
Simone Campo is committed to providing a professional, respectful and high-quality service.
If a client is dissatisfied with any aspect of the service provided, they are encouraged to raise the matter as soon as possible so it can be reviewed fairly and promptly.
2. How to complain
Email simonecampo.consulting@gmail.com with the subject “Complaint” and provide the customer's name, relevant booking/order, the issue, and the outcome they are seeking.
3. Acknowledgement
Simone Campo aims to acknowledge complaints within 5 business days.
4. Investigation
Simone Campo will review relevant records, communications and the circumstances of the complaint. He may ask for further information.
5. Response
Simone Campo aims to provide a substantive response within 15 business days where reasonably possible. If more time is needed, he will explain why and provide an updated timeframe.
6. Outcome
Where appropriate, the outcome may include clarification, corrective action, rescheduling, partial or full refund where legally or commercially appropriate, or another reasonable remedy.
7. External escalation
Customers retain any rights available under consumer law and may contact the relevant regulator or consumer advice service where appropriate.
8. Contact
Questions regarding this Complaints Handling Procedure may be directed to:
Simone Campo
[BUSINESS ADDRESS TO USE BEFORE LAUNCH]