Complaints Procedure

At Project London, we are committed to the highest standards of professional practice. We aim to address any concerns or complaints in a fair and efficient manner. Our Complaints Policy is designed to outline the process for raising and resolving complaints. We encourage open communication and feedback to continuously improve our services.

1. Lodging a complaint

To initiate the complaints process, please submit your complaint in writing via email or letter, clearly stating the nature of your concern and providing any relevant details or supporting documents.
Include your contact information to facilitate effective communication and updates throughout the resolution process.

2. Acknowledgement

Upon receipt of your complaint, we will promptly acknowledge its receipt, confirming that we have received your submission.
You will be provided with an assigned reference number for your complaint, which you can use for future reference or enquiries.

3. Investigation and Resolution

Your complaint will be thoroughly investigated, we will keep you informed about progress, and provide a reasonable timeframe for resolution.
If additional information or clarification is required, we will promptly reach out to you for assistance.

4. Resolution Communication

Once a resolution has been reached, we will communicate the outcome to you in a clear and understandable manner.
If the resolution requires any actions on our part, we will outline the steps we will take to address the issue and prevent its recurrence.
We are committed to ensuring that our clients are satisfied with the resolution and will make reasonable efforts to achieve a mutually agreeable outcome.

5. Feedback and Appeal

We value your feedback on the complaint resolution process. If you believe that your complaint has not been adequately addressed, you may request an appeal.
Appeals will be reviewed by a Director who was not previously involved in the investigation, ensuring an unbiased evaluation.
The outcome of the appeal will be communicated to you in a timely manner.

6. Confidentiality and Privacy

We treat all complaints with utmost confidentiality and respect your privacy throughout the process.
Personal information provided during the complaint resolution process will be used solely for the purpose of investigating and resolving the complaint.

7. Continuous Improvement

We view every complaint as an opportunity to improve our services, policies, and customer satisfaction.
Regularly reviewing and analysing complaints helps us identify trends and implement necessary improvements to prevent similar issues in the future.