We listen. We review. We respond.
This Complaints Policy explains how ORSA GROUP LTD receives, reviews and responds to concerns about our consultancy services, communications, agreed requirements or service delivery.
A clear way to raise a concern
ORSA GROUP LTD aims to provide procurement and supplier management consultancy services in a clear and professional manner.
If something has not met the agreed service scope or you are dissatisfied with an aspect of our service, you can raise a complaint and ask us to review the matter.
Complaints may concern service delivery, communication, agreed requirements, consultancy outputs, administration or another matter directly connected with the service provided.
You do not need to use legal terminology.
A clear explanation of what happened, when it happened and what outcome you are seeking is normally sufficient for us to begin reviewing the matter.
Contact us directly
Complaints should normally be submitted by email so that there is a clear written record of the matter.
Where a complaint is first raised by telephone, ORSA GROUP LTD may ask for the relevant details to be confirmed in writing so that the complaint can be reviewed accurately.
- Your name and preferred contact details.
- The service or consultancy matter concerned.
- The relevant date or approximate time period.
- A clear description of the concern.
- Any relevant reference, correspondence or supporting information.
- The outcome or resolution you would like us to consider.
How we handle complaints
Complaint received
We record the complaint and review the information supplied to understand the issue and identify the relevant service or communication.
Initial review
We may request additional information where necessary to understand the circumstances and determine the appropriate scope of the review.
Investigation
Relevant records, communications, service information and applicable terms may be reviewed to establish the facts.
Outcome
We will provide an appropriate response explaining the outcome of the review and, where appropriate, any action proposed.
Complaint response times
We aim to handle complaints without unnecessary delay while allowing sufficient time to review the relevant information properly.
These service targets do not replace any specific statutory timeframe that may apply to a particular type of complaint.
A fair review of the facts
Where an investigation is required, ORSA GROUP LTD may review the relevant service description, agreed scope, communications, documents, consultancy outputs and other information reasonably required to understand the complaint.
We may contact the complainant to clarify the issue or request additional information where the original complaint does not contain enough information for a meaningful review.
The review will be focused on the specific issue raised rather than unrelated matters.
What the response may contain
Depending on the circumstances, the response may explain the findings of the review, confirm whether the relevant service terms were followed and identify any reasonable action that may be taken.
Where an issue is identified, possible actions may include correcting an administrative error, clarifying information, providing an appropriate service adjustment or reviewing an internal process.
The appropriate outcome will depend on the facts of the individual complaint and the service terms that apply.
If you remain dissatisfied
If you are not satisfied with the initial response, you may explain which parts of the response remain unresolved and provide any additional information you consider relevant.
We will review the additional information and, where appropriate, conduct a further review of the outstanding issue.
A request for further review should normally be submitted within 14 calendar days of the original complaint response so that the relevant records and circumstances can be considered efficiently.
Complaints about personal information
If your complaint concerns how ORSA GROUP LTD has collected, used, stored, disclosed or otherwise handled your personal information, it will be treated as a data protection complaint.
ORSA GROUP LTD will provide a clear route for raising such complaints and will handle them in accordance with applicable UK data protection requirements.
Data protection complaints will be acknowledged within 30 days of receipt. Appropriate steps will then be taken to investigate the complaint without undue delay, keep the complainant appropriately informed and communicate the outcome.
This 30-day acknowledgement period is different from the response period applicable to a data protection rights request. A rights request, such as an access request, is handled under its own statutory requirements.
Independent information
If your concern relates specifically to the handling of personal information and remains unresolved after you have raised it with ORSA GROUP LTD, you may contact the Information Commissioner’s Office (ICO).
The ICO recommends giving the organisation an opportunity to deal with a data protection complaint before escalating the matter to the ICO, although individuals can contact the ICO where appropriate.
Information about making a data protection complaint is available directly from the ICO.
Handling complaint information
Complaint information will be handled only to the extent reasonably required to investigate the matter, communicate with the complainant, maintain appropriate business records and meet applicable legal obligations.
Personal information contained within a complaint will be handled in accordance with the ORSA GROUP LTD Privacy Policy and applicable data protection requirements.
Relationship with other policies
This Complaints Policy should be read together with the applicable Service Delivery Policy, Service Cancellation Policy and Terms & Conditions.
Where statutory rights or mandatory legal requirements apply, those rights and requirements will continue to apply regardless of the wording of this policy.
Raise a complaint
Please send your complaint to ORSA GROUP LTD using the contact details below. Providing the relevant service name, date, correspondence and a clear description of the issue will help us review the matter efficiently.
Company No. 15316269
orsagroupservices@outlook.com
We take concerns seriously.
Every complaint provides an opportunity to understand what happened, clarify expectations and improve the way our consultancy services are delivered.