COMPLAINTS HANDLING POLICY
Effective Date: 01.01.2026
At CAE Business Solutions LTD, we are committed to delivering high standards of service across all areas of our business. We recognise that, on occasion, concerns may arise. This Complaints Handling Policy explains how complaints are managed in a fair, structured, and professional manner.
Our aim is to resolve issues promptly, transparently, and constructively.
1. OUR COMMITMENT
We are committed to:
• Treating all complaints seriously and respectfully
• Acknowledging concerns promptly
• Investigating issues fairly and objectively
• Communicating clearly throughout the process
• Seeking resolution in a professional and reasonable manner
Raising a complaint will not affect your right to continue receiving services, provided contractual obligations are being met.
2. WHAT CONSTITUTES A COMPLAINT
A complaint is any expression of dissatisfaction relating to our services, conduct, communication, billing, or project delivery.
This policy does not apply to:
• Requests for variations outside agreed scope
• Non-payment disputes where services have been delivered in accordance with contract
• Matters already subject to formal legal proceedings
3. HOW TO SUBMIT A COMPLAINT
Complaints should be submitted in writing to ensure clarity and accurate review.
Please include:
• Your full name and company name (if applicable)
• Project reference or invoice number (if applicable)
• A clear description of the issue
• Relevant dates and supporting documentation
• The outcome you are seeking
Written complaints may be submitted via email to the contact details listed on our website.
4. ACKNOWLEDGEMENT
We will acknowledge receipt of your complaint within five working days.
The acknowledgement will confirm:
• That the complaint has been received
• The person responsible for reviewing it
• The expected timeframe for investigation
5. INVESTIGATION PROCESS
All complaints are reviewed impartially and in accordance with our contractual obligations and internal procedures.
The investigation may include:
• Review of the agreed scope and contract
• Examination of communications and project records
• Consultation with relevant team members
• Assessment of technical or creative deliverables
We aim to provide a written response within fourteen working days. Complex matters may require additional time, in which case you will be informed.
6. OUTCOMES
Following investigation, we may:
• Provide clarification or explanation
• Propose corrective action where appropriate
• Offer a reasonable commercial resolution in line with contractual terms
• Confirm that services were delivered in accordance with agreement
Any resolution offered does not constitute admission of liability unless expressly stated in writing.
7. ESCALATION AND MEDIATION
If you remain dissatisfied after receiving our written response, you may request escalation for senior review. Escalation requests must be submitted in writing within fourteen days of receiving the initial response and must clearly state the grounds for continued dissatisfaction.
Before any court proceedings are commenced, both parties agree to attempt resolution through good-faith negotiation. Where appropriate, the parties shall engage in mediation or an alternative dispute resolution (ADR) process. Legal proceedings should only be initiated where mediation has been attempted or where urgent legal relief is reasonably required.
Nothing in this policy limits our right to rely on contractual remedies, including suspension of services or recovery of unpaid fees.
8. PROFESSIONAL CONDUCT AND VEXATIOUS COMPLAINTS
All complaints must be raised respectfully and professionally. We operate a zero-tolerance policy towards abusive, threatening, defamatory, or harassing behaviour.
Where a complaint is determined, acting reasonably, to be frivolous, vexatious, malicious, or made in bad faith, we reserve the right to:
• Decline further substantive investigation
• Suspend services in accordance with our Terms and Conditions
• Recover reasonable administrative costs incurred in responding to the complaint
• Rely strictly on contractual remedies available to us
We will assess complaints objectively and in good faith; however, misuse of the complaints process will not be permitted.
9. RECORD KEEPING
All complaints and related documentation are recorded securely in accordance with our Privacy Policy and data protection obligations.
10. CONTINUOUS IMPROVEMENT
Complaints are reviewed periodically to identify areas for service improvement. We view constructive feedback as an opportunity to strengthen our processes while maintaining appropriate contractual and legal protections.
11. PUBLIC SUMMARY (NON-BINDING)
We take concerns seriously and aim to resolve them fairly and professionally.
• Submit complaints in writing with clear details
• We acknowledge within five working days
• We investigate and respond within fourteen working days where possible
• Mediation is encouraged before legal action
• Abusive or vexatious complaints may result in cost recovery
This summary is provided for convenience only. The full Complaints Handling Policy and our Terms and Conditions remain legally binding.
For further information regarding this Complaints Handling Policy, please contact CAE Business Solutions LTD using the contact details provided on our website.