Appeal & Complaints Process – TAKAMOL

Appeal Process – TAKAMOL Any client has the right to submit an appeal against any decision related to training outcomes, Audit recommendations, or service delivery. 1. Submission of Appeal The appeal must be submitted in writing to TAKAMOL within 30 days from the date of the decision. The appeal should clearly state the reason and include all supporting documents. 2. Acknowledgment TAKAMOL will acknowledge receipt of the appeal within 5 working days, confirming that the appeal is under review. 3. Review & Evaluation The appeal will be reviewed by an independent and competent committee that was not involved in the original decision. Additional information may be requested if needed. 4. Decision Making A final decision will be issued within 15 working days after completing the review. The decision will be based on objective evidence and documented findings. 5. Communication of Decision The client will be formally notified of the outcome, including justification of the decision. 6. Escalation (if applicable) If the client is not satisfied with the decision, they may escalate the appeal to higher management within 7 days of receiving the response. 7. Confidentiality & Records All appeals will be handled with strict confidentiality. Records of appeals and decisions will be maintained for tracking and continuous improvement purposes. Complaints Process – TAKAMOL Complaints are handled by the Operations Department, which has overall responsibility for receiving, reviewing, and investigating complaints related to audit, consulting, and training services. A written and/or verbal complaint may be submitted by any client or stakeholder. 1.Receiving Complaints All complaints are forwarded to the Operations Manager, who records them in the complaints log. Additional information may be requested if necessary. 2.Acknowledgment The complaint will be acknowledged within 24–48 hours of receipt via email or phone. Where applicable, a formal acknowledgment will be issued. 3.Investigation The Operations team will review the complaint objectively and assign it to a relevant, independent person (not directly involved in the service) to ensure impartiality. Necessary corrective and preventive actions will be identified. 4.Resolution A response will be provided within 7–10 working days, including findings and actions taken. If more time is needed, the complainant will be informed. 5.Closure The complaint will be officially closed once actions are completed and communicated to the complainant. 6.Confidentiality All complaints will be handled with strict confidentiality, protecting both the complainant and the subject of the complaint. If the complaint relates to a service delivered to a client: - The review will consider all relevant project/service details. - The concerned client may be contacted for clarification if needed. - Corrective actions may include re-delivery of service, additional support, or internal improvements. Complaints and Feedback At TAKAMOL, we are committed to maintaining high standards of quality in training, consulting, and audit services. Your feedback helps us improve and deliver better value. How to Submit a Complaint To submit a complaint, please include: - Description of the issue - Date and service involved - Supporting documents (if available) Contact details Email: info@takamol-eg.com Phone: 01123191646 We aim to resolve complaints efficiently and use them as an opportunity for continuous improvement.