This Complaints Policy explains how ORSA VERIFY LIMITED receives, reviews and responds to concerns about its verification, information review and consultation services.
We aim to understand what happened, review the relevant information and provide a proportionate response based on the circumstances. A complaint will be considered on its own facts rather than treated as a standardised request.
We keep the process practical, documented and focused on the information relevant to the concern raised.
Explain the concern and provide the relevant service or correspondence details.
The available information is checked against the service scope and relevant communications.
We provide a clear response and explain any appropriate next steps arising from the review.
Relevant complaint information is retained so recurring issues can be identified and service processes reviewed.
This policy explains how ORSA VERIFY LIMITED handles complaints concerning its verification, information review, document review, consultation and related professional support services.
The purpose is to provide a clear route for raising concerns and to ensure that relevant matters are reviewed consistently and communicated clearly.
A complaint may concern an aspect of the service that a client believes did not meet the agreed scope or the information provided about the service.
Examples may include concerns about:
Complaints should preferably be submitted in writing so that the details can be reviewed accurately.
Please include enough information for us to identify the relevant service and understand the concern.
Complaints can be sent to:
ORSA VERIFY LIMITED
8 Shepherd Market
London
England
W1J 7JY
Email: orsaverification@outlook.com
Telephone: +44 7828569963
We aim to acknowledge a complaint within 3 working days of receiving it where the complaint has been provided with sufficient information to identify the relevant matter.
The acknowledgement may confirm who is reviewing the matter, whether additional information is required and when a substantive response is expected.
We will review the complaint against the relevant service scope, communications, documents and other information reasonably available to us.
Where further information is required, we may ask the complainant to provide clarification before the review can be completed.
We aim to provide a substantive response within 10 working days where the matter can reasonably be reviewed within that period.
If additional time is reasonably required because of the complexity of the matter, the amount of information involved or the need for further clarification, we will explain the reason for the delay and provide an updated expected response date.
The response will address the substance of the complaint based on the information available at the time of review.
Depending on the circumstances, the response may include:
If a complainant provides material information that was not available during the initial review, we may reconsider the matter in light of that information.
Any additional review will focus on information relevant to the original concern and the service that was supplied.
If the complainant remains dissatisfied after receiving the initial response, they may explain which aspect of the response they would like reconsidered.
An escalation should normally identify the specific issue that remains unresolved and provide any relevant additional information.
Where an escalation is appropriate, we aim to review the additional points and provide a further response within 10 working days.
Where the matter requires additional time, an updated timeframe will be communicated.
Relevant complaint records may be retained for as long as reasonably necessary for service administration, record keeping, legal or regulatory requirements, and the review of service quality.
Personal information contained within complaint records is handled in accordance with our Privacy Policy.
Complaint information will be handled with appropriate care and shared only where reasonably necessary for reviewing the matter, administering the service, meeting legal obligations or obtaining appropriate professional support.
Where a complaint concerns the handling of personal information, it may also be considered under our Privacy Policy and applicable data protection requirements.
This allows the relevant concern to be considered through the appropriate information-handling process as well as through this complaints procedure where appropriate.
ORSA VERIFY LIMITED provides review and consultation services within the scope agreed for the relevant service.
Our services are intended to organise and assess available information. They do not represent a guarantee that information supplied by another party is complete, accurate or current.
A review outcome is based on the information available within the agreed scope at the relevant time.
If you believe that an important document, fact or piece of information was overlooked, please identify it in your complaint so that it can be considered during the review.
Where a complaint concerns a cancellation, refund or other contractual matter, the relevant request may also be considered under the Service Cancellation Policy and Terms & Conditions.
This policy does not remove or restrict any statutory rights that may apply to a client or consumer.
We ask that complaints contain clear and relevant information so that the matter can be reviewed efficiently.
Communications should remain focused on the service, the concern raised and the information needed to understand the matter.
We aim to acknowledge a sufficiently detailed complaint and confirm the next stage of review.
We aim to provide a substantive response where the matter can reasonably be completed within this period.
We will explain the reason for the additional time and provide an updated expected response date.
A complaint is considered against the relevant service scope, available information and communications. We aim to distinguish between a genuine service concern, a request for clarification and matters that fall outside the agreed scope.
Please send the relevant details by email or use the Contact Us page. Providing the service name, relevant date and a clear description of the concern will help us review the matter efficiently.
This Complaints Policy should be read together with the Privacy Policy, Terms & Conditions, Service Delivery Policy and Service Cancellation Policy of ORSA VERIFY LIMITED.
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