At Gerald Edelman, we’re committed to delivering high-quality services. If something hasn’t met your expectations, whether that relates to our service, conduct, or how we handle your personal data, we want to know.
We’re committed to putting things right wherever we can — and learning from it when we can’t.
You can raise a complaint or concern, including issues relating to our services or data protection practices, through any of the following channels:
Please include:
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.
We take steps to protect the confidentiality of all involved and strictly prohibit retaliation against any individual who raises a grievance.
Not every issue raised may meet the threshold of a formal grievance. In these cases, we will clearly communicate:
For contracted business clients, our standard service agreement includes clauses outlining:
