LION Culture Complaint Policy Statement  

 

At LION Culture, we are committed to providing exceptional leadership and management training through our accredited courses and one-on-one coaching sessions. We value the satisfaction and success of our clients and strive to ensure a positive experience at all times. However, we also understand that there may be occasions when concerns or complaints arise. We take all complaints seriously and aim to resolve them promptly and fairly. Our complaint policy is designed to provide a clear process for addressing any issues that may arise and to ensure that appropriate actions are taken to address and resolve the matter.

 

Reporting a Complaint

If you have a complaint regarding any aspect of our services, we encourage you to bring it to our attention as soon as possible. You can report a complaint by contacting our customer service department through email, phone, or in person. Please provide a clear and detailed description of the issue, including any relevant supporting documentation.

 

Complaint Handling Process

Once we receive your complaint, our customer service team will acknowledge its receipt within two business days. We will assign a dedicated staff member to handle your complaint and ensure that it is thoroughly investigated. During the investigation process, we may request additional information or evidence from you to better understand the nature of the complaint. We assure you that all information provided will be treated confidentially and used solely for the purpose of resolving the complaint.

Resolution and Communication

Upon completing the investigation, we will provide you with a written response outlining the outcome and any actions taken to address the complaint. If the investigation requires more time, we will keep you informed of the progress and provide regular updates. Our goal is to resolve complaints within a reasonable time frame, typically within five business days. However, complex cases may require more time for thorough investigation and resolution.

Escalation

If you are not satisfied with the initial resolution provided, you may request your complaint to be escalated to a higher level of management. We will ensure that your complaint is reviewed by an appropriate authority within the organization, who will conduct a further investigation if necessary.

 

Continuous Improvement

We view complaints as an opportunity to improve our services and prevent similar issues from reoccurring. Therefore, we will analyze all complaints received and identify any patterns or systemic issues that require corrective actions. Your feedback is valuable to us in our ongoing commitment to delivering excellence.

 

We appreciate your trust in LION Culture and thank you for providing feedback. Your satisfaction is our priority, and we will make every effort to address your concerns and improve our services.