LEGAL
Grievance Procedure
At Gerald Edelman, we’re committed to delivering high-quality services. If something hasn’t met your expectations or you feel we’ve fallen short in our service or conduct, we want to know.
We’re committed to putting things right wherever we can — and learning from it when we can’t.
Submit a complaint or raise a concern
You can raise a complaint or concern through any of the following channels:
- Your relationship Partner
- Our CEO – Carl Lundberg (clundberg@geraldedelman.com)
- Email: hello@geraldedelman.com
Please include:
- Your name and contact information
- A description of the grievance
- Any supporting documentation
What happens next?
We aim to respond to all grievances in a fair, respectful, and timely manner.
|
Step |
Description |
Timeline |
|---|---|---|
|
Acknowledgement |
We will acknowledge your grievance via email. |
Within 3 business days. |
|
Initial Assessment |
Your complaint will be sent to our Compliance team who will initially assess whether the issue raised qualifies as a grievance (and not feedback or another category). |
Within 5 business days of confirmation. |
|
Investigation |
Our Compliance team will investigate the issue thoroughly, employing either an independent internal partner or a suitably qualified senior team member. |
Within 15 business days of confirmation. |
|
Outcome |
We will provide a formal response, outlining findings and actions to be taken or reasons if no action is required. If we do not answer your complaint to your satisfaction, you may of course take up the matter with the ICAEW. |
Within 20 business days of confirmation. |
Note: All response timeframes begin from the date we confirm receipt of your complaint, not the original submission date.
Protecting those who speak up
We take steps to protect the confidentiality of all involved and strictly prohibit retaliation against any individual who raises a grievance.
When a complaint isn’t a grievance
Not every issue raised may meet the threshold of a formal grievance. In these cases, we will clearly communicate:
- Why the issue is considered feedback or another category
- Any informal steps we may take to address it
- Future options if it escalates into a grievance
Business-to-Business contracts
For contracted business clients, our standard service agreement includes clauses outlining:
- Dispute resolution mechanisms
- Escalation paths
- Mediation or arbitration options if required