Complaints Policy
At IMSM, we are committed to ensuring the highest level of customer satisfaction and continual improvement of our services. We welcome and take seriously any complaints you may have.
How to Make a Complaint
Submit your complaint in writing via email to: complaints@imsm.com
Please include the following details:
- Your Client Agreement number (if you’re an existing customer)
- Your contact information
- The nature of the complaint
- Relevant dates
- Any supporting documentation
Complaint Handling Process
- Acknowledgement (within 24 hours): We will acknowledge receipt of your complaint within 24 hours.
- Investigation: Your complaint will be investigated thoroughly and impartially to identify the root cause.
- Resolution: Appropriate corrective actions will be taken to address the issue and prevent recurrence.
- Communication: We will keep you informed during the process and provide feedback once the complaint is resolved.
- Follow-up: Where applicable, we may follow up to ensure the resolution has been satisfactory and gather feedback.
Confidentiality
All complaints are handled confidentially to protect the privacy of all parties.
Continuous Improvement
Complaints are analysed to improve our quality management system and the overall customer experience.