Client Complaints Policy

Purpose

This policy outlines the process for handling client complaints in a fair, timely, and professional manner. We are committed to delivering a high standard of service and take all concerns seriously to continuously improve our practice.

Scope

This policy applies to all complaints received from clients regarding the services provided by PS24 (Tradermark of BASTIANELLO PAOLO LIMITED), including but not limited to our solutions better described on these site's pages: https://ps24.london/export-solutions and https://ps24.london/deep-dive#deep-dive

Our Commitment

All complaints will be treated seriously and with courtesy.

We aim to resolve complaints quickly and effectively.

Clients will be kept informed throughout the complaints process.

We will use complaints as an opportunity to learn and improve our services.

How to Make a Complaint

Clients can raise concerns via any of the following methods:

Email: office@ps24.london

Post: Mr. Paolo Bastianello c/o Bastianello Paolo Limited, Unit 3 Cedar Court, 1 Royal Oak Yard, London, SE1 3GA (UK)

Phone: +44 790 275 6368

Whatsapp: +44 790 275 6368

Please include:

• Your full name and contact details

• A description of the issue

• Relevant dates and any supporting documents

• What outcome you are seeking

Complaints Handling Procedure

Stage 1 - Initial Review

• Complaints should be directed to the Client Manager or the staff member involved in the matter.

• We aim to acknowledge receipt of your complaint within 3 working days.

• The issue will be investigated, and you will receive a written response within 10 working days.

  Stage 2 - Escalation

If you are dissatisfied with the response:

• You may escalate your complaint to the Director, Mr. Paolo Bastianello, who will conduct an independent review.

• You will receive a final written response within 15 working days of escalation.

External Redress

If you remain dissatisfied after our final response, you may refer the matter to our professional body:

• In the UK, if unsatisfied, escalate to the relevant ombudsman or use Citizens Advice for guidance.

Record Keeping

All complaints and related correspondence will be logged and stored securely for a minimum of 6 years in accordance with our data protection obligations and internal quality assurance procedures.

Monitoring and Review

This policy is reviewed annually by the Compliance Officer to ensure effectiveness and compliance with applicable regulatory and ethical standards.

Contact Us

If you would like to understand more about this Policy or wish to contact us concerning any matter relating to the claims, you may send an email to the Director: Mr. Paolo Bastianello to this email paolo@ps24.london