This Complaints Policy explains how ORSA CONSULTING LTD handles concerns about our consulting services, communications, agreed requirements or service delivery.
ORSA CONSULTING LTD aims to provide consulting services with reasonable care and skill and to keep the agreed scope, requirements, delivery arrangements and expected outputs clear.
If you are dissatisfied with any part of a service, we encourage you to contact us as soon as reasonably possible so that the matter can be reviewed using the information available.
This policy applies alongside our Terms & Conditions, Service Delivery Policy and Service Cancellation Policy. Nothing in this policy limits any statutory right or remedy that cannot lawfully be excluded or restricted.
Send the details of your concern by email or through our contact page.
We consider the agreed requirement, relevant communications, information supplied and the service delivered.
We provide a response explaining our findings and any appropriate next step.
Where further action is appropriate, we confirm what will happen and the expected timescale.
This policy applies to complaints relating to services supplied by ORSA CONSULTING LTD, including:
It may also be used where a concern relates to an enquiry, consultation arrangement, agreed service scope, communication, delivery timing or written service output.
Complaints should normally be sent to: support@orsatechnical.co.uk.
You may also use the enquiry form available on our Contact page.
Where available, a complaint should include:
Please do not send unnecessary personal information or confidential information belonging to another person or organisation.
We aim to acknowledge a complaint within 3 working days of receiving it.
The acknowledgement may confirm that the matter is being reviewed and may request further information where necessary.
Where a complaint is received outside normal working hours, the working-day period begins on the next working day.
We review the complaint against the information available to us, including the agreed service requirement and relevant communications.
Depending on the nature of the matter, our review may consider:
The purpose of the review is to establish the relevant facts and determine whether any appropriate corrective action is available within the agreed scope.
We aim to provide a substantive response within 14 calendar days after acknowledging the complaint, where the matter can reasonably be reviewed within that period.
The response may explain:
If additional information is required or the matter is more complex, we may need additional time. In that situation, we will explain the reason for the delay and provide an updated expected response date.
Where a complaint identifies an issue with an agreed service output or delivery arrangement, we will consider whether the issue can reasonably be addressed within the original scope.
Depending on the circumstances, this may include:
Where a matter concerns cancellation or eligibility for a refund, it will also be considered under our Service Cancellation Policy and applicable statutory rights.
These are internal handling targets and do not replace any statutory period or legal remedy that may apply to a particular matter.
Where a consumer service contract is covered by the Consumer Rights Act 2015, the service must be provided with reasonable care and skill.
Statutory rights and remedies continue to apply where relevant. Nothing in this Complaints Policy is intended to exclude or restrict a legal right or remedy that cannot lawfully be excluded or restricted.
A complaint made under this policy does not prevent a customer from exercising any applicable statutory rights.
ORSA CONSULTING LTD provides services that may be engaged by businesses and other organisations as well as individuals.
Where the client is acting for business purposes, the consumer-specific provisions referred to in this policy may not apply. The agreed service scope, contractual terms and applicable law will determine the relevant arrangements.
We nevertheless aim to handle business-client complaints using the same clear process of acknowledgement, review, response and appropriate follow-up.
If you would like to raise a complaint or ask about the status of an existing complaint, please contact us using the details below.
This policy may be updated where our services, internal procedures or applicable legal requirements change.
The latest version published on this website applies to complaints handled under the policy, subject to any contractual or statutory rights that apply to the relevant service.
Please contact us with the relevant details. We will review the matter carefully and provide a clear response based on the information available.
