Complaints Procedure

1. Purpose and Scope

This procedure outlines the steps for receiving, investigating, and resolving any complaints related to our professional services including training services and courses. It applies to all clients, including pharmaceutical or medical device manufacturers and sponsors, ensuring that all matters are handled impartially and confidentially while adhering to our contractual terms and data protection obligations.

2. Definitions

- Complaint: Any expression of dissatisfaction, concern, or dispute regarding our services, conduct, or any related processes.

- Complainant: Any individual or entity that submits a complaint.

- Complaint Officer: The designated staff member responsible for managing and overseeing the complaints process.

- Personal Data: Any information provided by the complainant that can be used to identify them, which will be handled in accordance with our Privacy Policy.

3. How to Lodge a Complaint

Clients may submit a complaint by either:

1. Using the Send Us An Email form located on the Contact Us page within the website - Contact Us - Quality Systems Now

2. Direct email to the Principal Consultant or Manager associated with your project.

When lodging a complaint, please include:

- A clear description of your issue or concern.

- Dates, times, and names (if applicable) related to the incident.

- Any supporting documents or evidence such as screen shots or photos

- Your preferred method of communication for updates.

4. Acknowledgment of Receipt

- Timeliness: We will acknowledge receipt of your complaint within 3 business days.

- Confirmation: The acknowledgment will confirm the details received and outline the next steps in the investigation process.

5. Investigation Process

- Assignment: Your complaint will be investigated by the Managing Director (or delegate), who will conduct an impartial review.

- Information Gathering: We will collect all necessary information and, if needed, consult with relevant personnel within QSN and within your organization (as far as practicable or appropriate).

- Confidentiality: All information provided will be kept confidential and processed according to our Privacy Policy.

- Timeline: We aim to complete the investigation and reach a resolution within 20 business days. If additional time is required, you will be informed of the delay and given an updated timeline.

6. Resolution and Communication

- Outcome: Once the investigation is complete, you will receive a written response detailing:

The findings of the investigation.

Any corrective actions taken or proposed.

Recommendations for any further steps, if applicable.

- Ongoing Communication: Throughout the process, you will receive regular updates regarding the status of your complaint.

7. Confidentiality and Data Protection

- Handling of Personal Data: Any personal data provided in your complaint will be processed strictly in accordance with our Privacy Policy. This includes your rights to access, correct, or request deletion of your data.

- Limited Access: Only authorized personnel will access your complaint details, ensuring that confidentiality is maintained at all times.

8. Escalation Procedure

- Internal Escalation: If you are dissatisfied with the initial resolution, you may request a discussion with the Managing Director.

- External Escalation: Should the matter remain unresolved, you have the right to refer your complaint to an appropriate external regulatory body or legal authority.

9. Record Keeping and Monitoring

- Documentation: All complaints, including investigation notes and outcomes, will be securely recorded.

- Review: These records will be used to monitor trends and to continuously improve our services and complaint handling procedures.

10. Review and Continuous Improvement

- Periodic Review: This complaints procedure will be reviewed on a regular basis to ensure its ongoing effectiveness.

- Feedback: We welcome feedback on our handling of complaints and will use this input to make necessary improvements.

This procedure is governed by our Terms and Conditions and is fully aligned with our Privacy Policy. Any complaint submitted will be handled in accordance with these documents, ensuring your rights and data are fully protected.