Customer Care Policy

Version: 2.0. Issue date: 22/08/24.

GRC International Group and its subsidiary companies (the “Group”) are committed to providing exceptional customer service and ensuring all customers receive timely support and assistance. This policy outlines our approach to customer care, details ways to contact us and sets out the standards we aim to meet.

Your feedback matters. We welcome enquiries about our products and services, appreciate positive comments, and recognise that there may be instances when our service falls short of expectations. We carefully evaluate all feedback, and our ultimate aim is to ensure customer satisfaction.

This policy applies to all Group businesses and those that manage or deliver our products and services.

Customers can reach us through various communication methods, including but not limited to:

Business	Enquiries, feedback or complaints
	Phone	Email
Group head office (Ely, England)	+44 (0)330 999 0222	Contact us online form
IT Governance (UK) Ltd	+44 (0)333 800 7000	servicecentre@itgovernance.co.uk
IT Governance (Europe) Ltd	00 800 48 484 484	servicecentre@itgovernance.eu
IT Governance (USA) Inc	00 1 877 317 3454	servicecenter@itgovernanceusa.com
IT Governance Publishing Ltd	+44 (0)333 666 9000	team@itgovernancepublishing.co.uk
GRCI Law Limited	+44 (0)333 900 5555	grcilaw@grcilaw.com
DQM GRC	+44 (0)1494 442 900	sales@dqmgrc.com
Review us
Surveys are arranged post-service delivery. Online reviews (e.g. Trustpilot) can be submitted at any time. We appreciate your views and the time taken to give them.
Privacy – Your rights as a data subject in relation to the GDPR (General Data Protection Regulation) – section 8 of Privacy Notice (grci.group)
To be informed (Article 14) Access (Article 15) Rectification (Article 16) Erasure (Article 17)		Restrict processing (Article 18) Data portability (Article 20) Objection (Article 21) Data breach as a GRCI Group cause or recipient

All the above business entities have live chat facilities on their respective websites to handle enquiries. Our team will be happy to help you or can signpost you to the most appropriate email address that can deal with your query or concern.

Our goal is to acknowledge all customer queries and complaints, or data subject requests within the following time frames:

• Phone or live chat: Immediate response during business hours.
• Online form or email: Acknowledgement within two business days.
• Survey or reviews: All feedback via surveys or online reviews is monitored and analysed at least weekly and forms part of our continual improvement processes.
• Data subject requests: Acknowledgement within 24 hours of receipt to include a form to be completed by the data requestor. The form can be submitted by post or email. If the form is emailed, the email address must be verified with two valid forms of identification to be provided within ten working days by the data subject to progress the request.

While resolution times may vary depending on the nature and complexity of the query, complaint or request, our standard resolution times are as follows:

• Phone or live chat: Immediate resolution where possible or will be signposted to the appropriate team. You can also leave us a message out of hours.
• Online form completion, email or feedback: Subsequent communication will be tailored to the complexity of the enquiry or issue raised. Our goal is to respond appropriately and resolve within 30 days, where possible.
• Data subject requests will be processed per the GDPR and completed within 30 days of the initial receipt; however, this may need to be extended depending on validation requirements or complexity.

We aim to ensure that all customers are satisfied with the quality of our products and the level of service provided. We regularly seek feedback from customers to continually improve our products and services, but in the event of a complaint being submitted, we aim to keep the customer informed of progress in a timely manner and in accordance with the above resolution time frame goals.

All complaints received will be handled according to the Group’s internal complaint handling procedure and will be logged and tracked in the Group’s internal continual improvement ticketing system. Each ticket will be assigned to the most appropriate person or team for resolution, with applicable, clear and targeted time frames.

If a query or complaint cannot be resolved satisfactorily or within an agreed time frame, it will be escalated for further investigation and resolution.

This policy also covers customers wishing to appeal an examination result. In these cases, we are reliant on the appeals processes operated by the respective examination bodies. Where required to defer to the appeals process of third parties, this will be explained to the customer. Resolution timescales, in these specific cases, will depend on the responses received from the third party and as such may differ from the norm.

Customers can also appeal a decision made in relation to a complaint.

This policy is non-discriminatory and has been classified as ‘public’. As such, it has been shared on our website (GRCI Group) and internal systems. If anyone requires the policy in an alternative format or would benefit from a different method of communication, please contact us with your preferences. We are committed to ensuring accessibility for all.

We respect the privacy of our customers and our staff and are committed to maintaining the confidentiality and security of their personal information in accordance with our Privacy Notice and internal data protection measures.

The responsibilities for the review and approval of this policy have been identified and assigned through the Group’s RACI matrix, whereby the Head of Group Compliance and Chief Executive Officer undertake overall responsibility and accountability, respectively.

This policy complies with our internal document control procedure, including controls such as issue/version number; issue and revision date(s); relevant change comments; and ownership and approval authorities, which are obtained through version history records via the Group’s SharePoint system.