Complaints Policy
A clear route for raising a concern about our consultancy services, communication, agreed requirements or service delivery.
Effective immediatelyWe listen. We review. We respond.
ORSA PROJECTS LIMITED aims to provide clear project consultancy and coordination support. If something has not been delivered as expected, or you believe an aspect of our service requires attention, this policy explains how to raise the matter and how we will review it.
When you have a concern.
A complaint may relate to the scope of an agreed consultancy service, communication, appointment arrangements, information supplied, delivery of an agreed output or another aspect of the service provided by ORSA PROJECTS LIMITED.
We encourage concerns to be raised as soon as reasonably possible so that the relevant information can be reviewed while it is still current.
Service delivery
A concern about whether an agreed consultancy service was delivered in accordance with the agreed scope.
Communication
A concern about communication, appointment arrangements or information provided during the service.
Agreed requirements
A concern about the requirements, information or outputs associated with an agreed consultancy service.
Other service concerns
Any other matter connected with the service that you would like us to review.
Start with a clear message.
You can raise a complaint by email or telephone using the contact details below. Written complaints are encouraged because they allow the relevant details to be reviewed accurately.
Please include enough information for us to identify the relevant service and understand the matter you would like reviewed.
What helps us review the matter.
To help us understand your concern, please provide the following where applicable:
Your name and contact details
This allows us to identify the person raising the complaint and provide a response.
The relevant service
Tell us which consultancy service, appointment or project the complaint relates to.
What happened
Give a concise description of the matter, including relevant dates, communications or agreed requirements where available.
What you would like us to review
If appropriate, explain what outcome or clarification you would like us to consider.
We will confirm receipt.
We will acknowledge a complaint within a reasonable period after receiving it and confirm that the matter is being reviewed.
Where a complaint concerns the handling of personal information, specific data protection complaint requirements apply. Such complaints will be acknowledged within 30 days of receipt, in accordance with the applicable data protection requirements. :contentReference[oaicite:1]{index=1}
Important distinction: a general service complaint and a data protection rights request are not necessarily the same matter. If a complaint also contains a request relating to personal information, the relevant request will be handled under the applicable privacy and data protection process.
How we review a complaint.
We will consider the information provided, the relevant service scope, communications and other information reasonably available to us.
The review will be carried out fairly and with regard to the circumstances of the particular complaint.
Where additional information is needed, we may contact you to clarify the matter before completing the review.
Understand
We identify the service and the specific points you would like us to consider.
Review
We consider the relevant service information, communications and agreed scope.
Clarify
Where necessary, we may request further information to make the review as complete as reasonably possible.
Respond
We provide an explanation of the outcome and any appropriate next steps.
Our response to your complaint.
Once the review is complete, we will explain the outcome in clear terms and, where appropriate, identify any action that follows from the review.
The time required to complete a review can depend on the nature of the complaint, the information available and whether further clarification is required.
For data protection complaints, we will investigate without undue delay, keep the person informed and provide an outcome without an unjustifiable or excessive delay, as required by the applicable framework. :contentReference[oaicite:2]{index=2}
If you remain dissatisfied.
If you are not satisfied with our response, you may contact us again with a concise explanation of the points you would like us to reconsider. Where appropriate, we will review the additional information provided.
For concerns specifically about how your personal information has been handled, you may also raise a complaint with the Information Commissioner’s Office after giving the organisation an opportunity to consider the matter. The ICO recommends contacting the organisation first in many cases. :contentReference[oaicite:3]{index=3}
Information Commissioner’s Office
For information about making a data protection complaint to the ICO, please use its official complaints service.
Visit the ICO complaints service →Complaints involving personal information.
If your complaint concerns the collection, use, storage, accuracy, security or handling of your personal information, please identify this clearly when contacting us.
We maintain a process for handling data protection complaints and will deal with these matters separately where a specific privacy right or data protection issue is involved. :contentReference[oaicite:4]{index=4}
Our Privacy Policy explains how personal information is handled by ORSA PROJECTS LIMITED.
Where a concern involves another provider.
ORSA PROJECTS LIMITED may provide coordination support involving suppliers, contractors or other third parties.
Where a complaint concerns the work, specification, workmanship, appointment or contractual performance of a third-party supplier or contractor, we will review the part of the matter that falls within our agreed consultancy scope.
Third-party providers remain responsible for their own services and contractual obligations unless a separate written agreement expressly provides otherwise.
Keeping a record of complaints.
We may keep appropriate records of complaints and the steps taken to review them. Records are retained for as long as reasonably required for the relevant business, contractual, legal or information-management purpose.
Personal information contained in complaint records is handled in accordance with our Privacy Policy and applicable data protection requirements.
Raise a concern directly with us.
If you have a concern about an ORSA PROJECTS LIMITED consultancy service, please contact us directly so that we have an opportunity to review the matter.
Clear concerns. Clear responses.
ORSA PROJECTS LIMITED · Project Planning & Coordination Services