Note: if you do not have a complaint, but wish to contact Advance Consulting, please use this form instead.

Do you have a complaint about a project that Advance Consulting is implementing? Or do you have a complaint about one of our employees or sub-contractors? Have you already discussed the issue with one of our staff members, but were you not able to find a satisfactory resolution? Or is there another reason why you do not want, or cannot, discuss this complaint with one of our staff members? 

We kindly ask you to submit your complaint by filling in the Complaints Form below. We emphasise that all contact details and content of your complaint will be handled and filed with due confidentiality. 

The Complaints Officer will confirm receipt of the complaint and its admissibility within two weeks after receipt of the complaint. If the complaint is found to be inadmissible, the Complaints Officer will inform you by email, stating the reasons for not investigating the complaint. In case the complaint warrants investigation, the Complaints Officer will inform you accordingly by email. The investigation period is based on the complexity of the complaint, and can be qualified as follows:

• Simple complaints are handled within a period of six weeks, after receipt; and 
• Complex complaints are handled within a period of three months, after receipt of the complaint. 

If for any reason deviations occur and the estimated investigation period cannot be met, you will be timely informed thereon by the Complaints Officer by email, including the reason of delay and period in which the response of Complaints Procedure may be expected instead. 

Within the investigation, the Complaints Officer:

• Assesses the case to which the complaint relates and gathers additional information when deemed relevant;
• May obtain additional information from you;
• Will investigate the complaint and liaise with the involved parties to understand all perspectives; 
• Records his/her opinion on the complaint in the file concerned supported by argumentation; and
• Provides advice to the Directors of Advance Consulting to take a decision on the proposed resolution of the complaint.

The Complaints Officer will inform you by email on the conclusions of the investigation and proposed resolution of the complaint. 

Complaints regarding Sexual Exploitation, Abuse or Harassment (SEAH)?

The Integrity & Safeguarding policy of Advance Consulting, states the following about sexual exploitation, abuse and harassment:

Any type of sexual activity or inappropriate behaviour, which could be deemed to be sexually offensive, provocative, coercive or abusive with any person and especially vulnerable people, in particular a child (a person under the age of 18), is prohibited regardless of local custom, or the age of majority or consent locally. Mistaken belief in the age of a child is no defence.

The procedure for a complaint about sexual exploitation, abuse or harassment is the same as written above. We realize this can be sensitive and we will treat your complaint accordingly.

Complaints Form