Complaints Policy

Definition of a Complaint

A complaint is any expression of dissatisfaction by an individual or organization, whether justified or not, about Bold Designs, its services, or its employees. This includes, but is not limited to, clients, suppliers, contractors, or subcontractors.

Anyone may raise a complaint if they feel that we have:

• Failed to provide a service or an acceptable standard of service, or made a mistake in the way the service was provided.
• Failed to act in a proper way.
• Provided an unfair service.

This policy and procedure relate only to complaints received about Bold Designs, its services, or its employees.

Concern or Complaint

It is important to establish the difference between a concern and a complaint. Addressing informal concerns seriously at the earliest stage will reduce the likelihood of them developing into formal complaints.

In the first instance, we recommend that you speak with your key contact at Bold Designs (e.g., the Project Manager) as soon as possible, so they can quickly understand your concerns and try to resolve them.

If you are not satisfied with the response to your concern and/or you want to make a formal complaint, please follow the procedures below.

Complaints Procedure

Complaints should normally be made within 1 month of an incident or of the matter coming to your attention. If you’re complaining on behalf of someone else, please include their written consent with your letter (if you’re making your complaint in writing) as this will speed up the process.

However, consent is not required if you’re making a complaint in the name of:

• A deceased person.
• Someone who lacks the capacity to make their own decisions.
• A child.

Submitting a Complaint

If you have a complaint, please follow these steps so we can help you better:

1. Contact Us: Reach out to us via mail@bolddesigns.be or (+32) 468 51 44 27. Provide details about the nature of your complaint, including relevant information such as dates, individuals involved, and any supporting documents.

2. Complaint Acknowledgment: Upon receiving your complaint, we will acknowledge it promptly, usually within 24 hours.

3. Investigation: We will conduct a thorough investigation into the matter, considering all relevant information.

4. Resolution: We aim to resolve complaints as quickly as possible. Please remember it can take some time because we are not robots and will work hard to find a solution. You will be informed of the outcome and any proposed resolutions.

Escalation

If your complaint involves a specific service, you may request to speak with a supervisor.

Formal Written Complaint: If the issue persists, you can submit a formal written complaint, clearly outlining the details and steps taken to address the matter. This can be sent to mail@bolddesigns.be

Feedback and Continuous Improvement

We value your feedback, and all complaints contribute to continuous improvement. Your experiences help us identify areas for enhancement and ensure the highest standards of service.

Confidentiality

All complaints will be treated with confidentiality. Information shared during the complaint process will only be disclosed to individuals involved in the investigation and resolution.

Contact Us

If you have any questions about our Complaints Policy, please contact us at mail@bolddesigns.be or (+32) 468 51 44 27.

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