Our Complaints Policy

Although we hope that your experience with us is a good one, we recognise that sometimes things may not go as planned. 

We are dedicated to providing excellent customer service and that extends to our handling of customer complaints. 

Our Complaints Policy ensures all complaints are handled fairly, efficiently and effectively.

We want to resolve your complaints as quickly as possible. Please email our Customer Service team at [email protected], and we will do our best to fix any problems you may have with our service. We will keep you informed about the progress of your complaint as well as an expected timeframe for you to receive a resolution.

We have regular reviews of complaints received to identify any common issues and to help us improve our service.

The following outlines our procedure for handling verbal and written complaints.

Handling your complaint:

  • Upon receiving a complaint, we will acknowledge your matter via telephone or in writing via email within two business days.
  • We will keep you informed of the progress of your complaint, proposed actions and the expected timeframe for resolution.
  • We aim to resolve complaints in a timely manner, and we will generally resolve a matter within 30 calendar days.
  • Complex complaints may take longer than 30 calendar days to resolve. In these cases, we will regularly update you on the progress and likely timeframe for resolution.
  • We will advise you of the outcome of your complaint. We will advise you of this in writing where you requested us to do so.
  • Under our contract, we do not offer refunds for complaints.

The process for complaints:

Step One:

If you have a complaint regarding any aspect of your account or dealings with GL Assessment, we ask you to email us at [email protected] in the first instance. 

We aim to resolve most enquiries or complaints during your first contact with us. 

You can also contact us by using any of the details on the contact us page of our website.

Step Two:

Our Customer Service Management oversees complaints made to the company. 

After a complaint is made, if it is not immediately resolved, we may need to investigate it. This process may take two business days or longer in the case of more complex issues, in which case we will update you with an expected timeframe.

Once you have received a response, if you are not fully satisfied with the resolution you may ask Customer Service Management to escalate your complaint to Senior Management directly. If so, we will try to make a senior management representative available to address the complaint as soon as possible.

Step Three:

When your complaint has been resolved, we will confirm this with you within 10 business days.