CUSTOMER SUPPORT & FEEDBACK

Complaint form relating to services designed, marketed, delivered, assessed or supported by JM GLOBAL

Scope

This procedure defines the actions to be taken when a complaint is received regarding services provided by JM GLOBAL, including professional training, business services, administrative support, accounting services, immigration and integration services, as well as international projects and support services.

Definition

A complaint is a statement expressing dissatisfaction with a professional service.

A request for information, clarification, advice or services does not constitute a complaint.

Principles

All complaints are handled fairly, reasonably and promptly.

Communication channels

• Complaints submitted by post
• Complaints submitted by e-mail
• Verbal complaints received by telephone or during meetings with JM GLOBAL representatives

Processing & follow-up

JM GLOBAL acknowledges receipt of the complaint within a maximum of 5 days from its reception.

Response time

A written response is provided within 30 days of receipt of the complaint. If a final response cannot be provided within this period, JM GLOBAL will keep the client informed of the progress of the complaint handling process.

Closure & record retention

Complaints are retained and archived for a period of 5 years following the closure of the case or the end of the contractual relationship.