At Prevail Partners, we are committed to maintaining the highest standards of service excellence. We understand that complaints may arise from time to time, and we are dedicated to addressing them promptly, fairly, and transparently. Our Complaints Mechanism serves as a structured framework to managing and resolving complaints from external stakeholders, particularly customers.

This policy describes the mechanism for dealing with grievances raised by external parties only. We have a separate grievance policy for handling internal complaints, which are dealt with by our Human Resources team. The internal grievance policy is available to all staff in the employee handbook. This external grievance mechanism accepts complains by external parties about any acts or omissions that may violate the International Code of Conduct, and about acts or omissions by the personnel within Prevail Partners and its subcontractors and subsidiaries.

Stakeholders, customers and third party individuals may raise concerns through various channels, including email, phone, in person or via official social media messages. Regardless of initial approach, all complaints are to be submitted via email to complaints@prevail-partners.com.

Upon receipt of the email, complaints are logged in the complaints log document, which is saved with restricted access within the compliance Teams channel, and assigned a unique reference number for tracking purposes. Our dedicated complaints team, led by the Chief of Staff, conducts an initial assessment to determine the nature and severity of the complaint.

Complaints are thoroughly and impartially investigated, considering all relevant evidence and perspectives. In cases where grievances are substantiated, appropriate remedies will be provided to address the harm caused. These remedies may include formal apologies, guarantees of non-reoccurrence, payment of compensation, initiation of disciplinary procedures, or termination of contracts. If our company has violated an individual’s rights, Prevail will rectify this through measures that are compatible with human rights standards. Additionally, all proposed solutions will be carefully evaluated to ensure they do not infringe upon the rights of others who may be affected by the outcome. Depending on the complexity of the issue, resolutions may involve multiple stakeholders, and thorough analysis. All relevant business units within the company will be asked to support the investigation. However, if the complainant desires to restrict the disclosure of their identity beyond the complaint officer, their wish for confidentiality will be respected.

We maintain open and transparent communication with complainants throughout the process, and commit to providing a response to the complaint within 10 working days. Regular updates are provided on the status of the investigation and anticipated timelines for resolution. Based on the findings of the investigation, appropriate actions are taken to address the complaint. This may include corrective measures, refunds, apologies, or changes to internal processes to prevent similar issues occurring in the future. The complaints team will make recommendations to the Executive team to resolve all complaints.

In the event that a complainant must be interviewed by Prevail Partners, they have the right to be accompanied to the interview by a friend, family member or counsel. Should complaints need to be escalated to competent authorities, Prevail Partners is committed to cooperating with the authority and making the complaints records available for investigation where necessary.

In cases where complainants are dissatisfied with the initial resolution, they have the option to appeal the resolution, and have the complaint reviewed by a separate team within Prevail Partners. This ensures that unresolved complaints receive proper attention and consideration. However, complainants must make the appeal within 10 working days of receiving details of the resolution.

As a company, we prohibit retaliation against individuals who lodge complaints. We ensure confidentiality, impartiality, and fair treatment throughout the resolution process. Any acts of retaliation will be promptly investigated and addressed with appropriate disciplinary measures by the Human Resources team.

We value feedback from complainants and use it to enhance our processes and services continually, as per our continual improvement process outlined in our ISO 9001 Business Management Control document. Insights gained from complaints help us identify areas for improvement and strengthen our commitment to customer and stakeholder satisfaction.

All complaints, along with their resolutions, are documented as per the process outlined above, and reported, where necessary, to the Executive. The Chief of Staff is the dedicated Complaints Officer, who is responsible for dealing with all complaints, and reporting or escalating those necessary to the Executive. All records are retained for seven years.

At Prevail Partners, we view complaints as opportunities to learn, improve, and demonstrate our dedication to customer-centric values. We audit our grievance mechanisms annually, to ensure they are up to date and fit for purpose.

Our Complaints Mechanism is transparent and accessible, listed on our website ‘contact us’ page. We invite customers to voice concerns and process complaints in line with our complaints statement:

At Prevail Partners, we are committed to providing exceptional service to our customers, stakeholders, and community. We understand that occasionally issues may arise, and we value your feedback. If you are dissatisfied with the service we have provided, or have any concerns, you have the right to complain.

You can register an official complaint with us by contacting our dedicated complaints team via complaints@prevail-partners.com with the nature of your complaint and contact details. We take all complaints seriously and will work diligently to address them promptly and fairly, and will respond within 10 working days. Your satisfaction is our priority, and we strive to continuously improve based on your feedback.