Complaints Procedure
Introduction
We are dedicated to delivering services in ecommerce development. To maintain the highest standards, we have implemented a procedure to ensure that complaints are addressed promptly and effectively.
If you have concerns or complaints about the services you have received from BelVG LLC (also referred to below as “we,” “us,” or the “Company”), please follow the steps outlined below to ensure your issue is resolved efficiently.
How to Notify Us of Your Complaint
We are committed to providing a positive experience for all our clients. If you have any concerns about the service you have received, please follow the steps below.
Discuss with Your Project Manager
We recommend addressing your concerns with your project manager from our side. They will act as an intermediary between you and the company to understand and resolve the issue.
Contact Our Team
If you prefer not to discuss your concerns with the project manager or if the matter is not resolved, you can contact us by submitting a request for further assistance.
We value your feedback and will make every effort to address your concerns fairly and promptly.
To make submitting a complaint straightforward and accessible, we offer two more channels to accommodate your preferences. Please send us a detailed email or make a phone call to a number according to your location.
Please provide us with as many details as possible when making a complaint. You should share:
- Your name, company details, and contact information.
- What may have gone wrong, and add related documents if there are any.
- Your recommendations for compliance resolution.
Type of Complaints
We encourage you to contact us if you encounter any issues or challenges related to our services. Below are some common scenarios where submitting a complaint may be appropriate:
- Service Quality or Project Outcomes: If you feel that the quality of our work did not meet your expectations or project deliverables were unsatisfactory.
- Communication or Support Concerns: Instances where our team did not respond on time, provided unclear information, or failed to address your queries effectively.
- Delays or Unmet Deadlines: Situations where agreed timelines were not adhered to, causing disruptions to your plans.
- Billing or Payment Issues: Any discrepancies or concerns regarding invoices, payments, or charges.
- Misconduct or Professionalism: If you experienced unprofessional behavior or actions from our staff.
We value your feedback and are dedicated to resolving complaints quickly and effectively to maintain the highest service standards.
What Happens After You File Your Complaint
We are committed to addressing every complaint fairly, efficiently, and transparently. Your feedback helps us improve our services and build stronger client relationships. All complaints are addressed impartially and handled confidentially to protect your personal data.
After receiving your complaint, the company will send a confirmation email stating that it has been received and is under investigation. We may need additional information from you to proceed, but once we have everything required, we will investigate your complaint and provide the first response within three (3) working days. This response will include our findings and an approximate answer regarding our next steps in your issue.
If appropriate, we may invite you to a meeting to discuss your complaint. Attendance is entirely optional. We can arrange a telephone or video conference to discuss the matter instead.
We may need more time to complete our investigation and provide a full response. If this happens, we will provide a written update and outline a revised timeframe for our complete reaction.
The time required to resolve a complaint varies depending on its type. If the solution to the issue depends only on us without involving third parties, we resolve complaints within five (5) working days after our first response. When our investigation is finished, we will confirm whether the issue has been resolved to your satisfaction. The procedure’s result should be sent via email to the address you indicated in the form.
Third-Party Mediation Options
We are dedicated to providing a fair and transparent approach to handling complaints. It complies with international standards, regulatory requirements, and data protection laws to address your concerns effectively while protecting your privacy.
Our complaints handling process complies with ISO 10002 standards, ensuring your feedback is addressed professionally and transparently.
The complaint process complies with relevant U.S. consumer protection regulations, including the CCPA (for California residents), the FTC Act, and other applicable state and federal laws. We are committed to handling all complaints clearly and protecting your privacy.
We also process your data in accordance with GDPR. Any data provided when submitting a complaint will be used solely to address your issue and remain confidential. You have the right to request access to, correction of, or deletion of your data. For more details on how we process data, please refer to our Privacy Policy.
FAQ
How can I submit a complaint?
You can submit a complaint by email, phone number, or the contact form on our website. Your project manager also can receive your complaint and submit it for investigation.
What information should I include in my complaint?
When submitting a complaint, remember to add your name, email, and the name of the company you are working for. Also, share the reason for your complaint and add any related documents. You can also add how your complaint may be resolved if you have any thoughts.
How much time does it take to get a response to my complaint?
First, we will send you a confirmation email when we receive your complaint. Then, we need three working days to investigate the complaint and provide an approximate answer to our further actions regarding your issue. We may ask you to provide some details or participate in a call. After five working days since our first response, the issue should be resolved if the solution to the issue depends only on us.