Complaints and appeals

Complaints

If you are unhappy with any part of our service, tell Alfred Obeng, Director, at alfred@goldlineconsultancy.co.uk. We acknowledge every complaint within 2 working days and aim to close it within 20 working days of receipt. If our first response does not resolve it, the Director reviews it formally and then afresh before giving a final response. We record every complaint and what we did about it.

Appeals

If you disagree with a decision we have made, you can appeal within 30 days of the decision by writing to the Director. He reviews the matter afresh within 10 working days, taking account of anything new you provide.

Escalation to IASME

For work under an IASME scheme, including Cyber Essentials and IASME Cyber Assurance, if you remain dissatisfied after our review you may escalate directly to IASME. IASME acknowledges appeals within 2 working days and handles them under its own complaints and appeals policy, and its decision is final. We co-operate fully with any IASME review.

Our documents

Our Complaints Policy and Procedure (GL-POL-CMP-01) and Appeals Procedure (GL-PROC-APP-01) are available on request.