Complaint Resolution Policy

INTRODUCTION

At ConsultUSA we pride ourselves on delivering exceptional service and products to our customers, however we recognize that we may sometimes make mistakes or not meet your expectations.

We take customer feedback very seriously, and see complaints as an opportunity to learn how we can do things better.  The purpose of this document is to share with you our commitment on resolving such concerns, and to also describe ways in which you can raise your concerns.

In working with you on resolving any concern brought to our attention, we will:

·         Treat you with respect

·         Ensure you only deal with one person throughout the complaint resolution process

·         Endeavor to resolve your complaint within 3 business days

·         Keep you up to date and informed of the resolution as frequently as possible

·         Record all details of the complaint with accuracy.

HOW DO I FILE A COMPLAINT?

We encourage you to call your Account Manager, who is available Monday – Friday, 8am-5pm EST for immediate assistance.  If you do not know your Account Manager’s contact information, please call our main line at 412-963-8621 (Toll Free: 1-866-963-8621), and the receptionist will connect you with the correct individual.   If the Account Manager is unable to resolve the matter to your satisfaction, you may request to have your complaint escalated to a member of the senior management team.

WHAT HAPPENS TO MY COMPLAINT AFTER IT HAS BEEN RESOLVED?

We take complaints very seriously.  We record the necessary details of your complaint and report the following information to the senior management team:

·         A description of your complaint

·         The service(s) that the complaint is about

·         The date of the complaint

·         The actions taken to resolve your complaint

·         The resolution we reach with you.

Should you wish to provide feedback on our complaint resolution policy, please contact our Operations Manager at  866-963-8621.