Furia Consulting Ltd. Complaints Policy
1. Scope of the Complaints Policy
1.1 Definition of a Complaint:
A complaint is defined as any expression of dissatisfaction, whether justified or not, regarding the provision or failure to provide services offered by Furia Consulting Ltd. This policy covers complaints related to our consulting, training, coaching services, or any other services provided by us.
1.2 Examples of Complaints Covered:
A particular delivery of a course or training session was not consistent with the course outline, agenda, or brochure as advertised.
The conduct or delivery of a specific instructor or coach did not meet the advertised standards or expectations.
Failure to meet contractual obligations or service delivery standards.
1.3 Complaints Not Covered by This Policy:
This policy does not cover complaints that have already been fully investigated through this procedure unless new and relevant evidence is provided. If we believe your complaint should be handled by another entity or authority, we will promptly forward your complaint to the appropriate body and notify you of this action, providing contact details for the entity concerned.
2. How to Make a Complaint
Complaints can be made through any reasonable means, including in writing, via email, or verbally. For clarity and record-keeping purposes, we may request that complaints be submitted in writing. A complainant may address their complaint directly to the Principal Consultant of Furia Consulting Ltd.
3. Handling Complaints
3.1 Acknowledgement:
We will acknowledge receipt of your complaint within two (2) business days, confirming that we are handling it.
3.2 Investigation:
A senior staff member not directly involved in the matter will investigate the complaint impartially and diligently. The complaint may be escalated to the Principal Consultant as necessary.
3.3 Decision-Making:
We will assess whether the complaint is justified based on the information provided and decide what remedial action, if any, is appropriate.
3.4 Response:
We will communicate our decision to you as soon as possible, outlining our assessment of the complaint and any proposed remedial action. If we cannot provide a final response within eight (8) weeks, we will inform you of the delay, explaining the reasons and when we expect to conclude our review.
3.5 Broad Consideration:
If we uphold a complaint, we will consider whether there may be other clients who have experienced similar issues but have not complained.
4. Investigating the Complaint
To facilitate the review of your complaint, please: Be specific about the nature of your complaint. Provide all relevant evidence or supporting documents. Indicate the outcome or resolution you are seeking.
4.1 Relevant Factors:
Factors that may be considered in our investigation include:
All available evidence and the specific circumstances of the complaint. Similar complaints previously received. Guidance from relevant regulatory bodies, such as the Fair Competition Commission of Tanzania or other relevant organizations.
4.2 Additional Information:
We may need to contact you or others for additional information or clarification during our investigation. We will endeavor to keep the details of your complaint confidential. However, if contacting third parties is necessary, we will do so without disclosing your identity unless you permit us to do otherwise. Please note that if you do not allow us to identify you, it may limit our ability to resolve your complaint.
5. Compensation
Financial compensation will be considered in exceptional cases where it is deemed that the complainant has –
suffered injustice, hardship, or direct financial loss due to our actions or inactions.
6. Confidentiality
All complaints will be handled confidentially, in accordance with Tanzanian Law and relevant international regulations,
including the General Data Protection Regulation (GDPR).
7. Record Keeping
We will maintain records of all complaints and their outcomes for at least five (5) years.
These records help us improve our services and ensure compliance with our policies and regulations.
8. Contact Information
For all complaints, please use the following contact details
Furia Consulting Ltd.
Mbweni Ubungo Block B House No. 1111 Kinondoni, Dar Es Salaam, Tanzania
Email: info@furiaconsulting.com
Mail: P.O.Box 8598 Dar Es Salaam, Tanzania
Phone: +255 683 928 600
If you wish to direct your complaint to the Principal Consultant of Furia Consulting Ltd., please mark your correspondence accordingly.