Complaint Policy

At SMART SOLUTION L.L.C, we take client satisfaction seriously. We are committed to providing high-quality digital marketing and SEO services, and we welcome all feedback — including complaints — as an opportunity to improve our services and communication.

This Complaint Policy outlines how you can submit a complaint, how it will be handled, and the timeframe for resolution.

1. Purpose

This policy ensures that:

All complaints are handled fairly, consistently, and promptly
Clients have a clear process to voice concerns
We use feedback to identify opportunities for improvement

2. What Qualifies as a Complaint?

A complaint is any formal expression of dissatisfaction related to:

Service delivery or quality
Communication and support
Billing, refunds, or account handling
Conduct of SMART SOLUTION L.L.C staff or representatives

3. How to Submit a Complaint

Clients may submit a complaint through one of the following channels:

Email: help@smartsolutionga.com
Phone: (478) 207-7465‬

Include the following details:

Full name and contact information
Service purchased and invoice number (if applicable)
A clear description of the issue
Any supporting documents or screenshots

4. Complaint Handling Process

Acknowledgment
We will acknowledge your complaint within 2 business days of receiving it.
Investigation
Your complaint will be reviewed by the appropriate manager or team member. We may contact you for additional information if needed.
Resolution
A resolution or official response will be provided within 7–10 business days. If more time is needed, we will inform you of the revised timeline.
Follow-Up
We will confirm that you are satisfied with the outcome and ask for your feedback on the process.

5. Escalation

If you are not satisfied with the outcome of your complaint, you may escalate the issue by replying to the final response or requesting a review by senior management.

6. Confidentiality

All complaints will be handled confidentially. Personal and business information related to complaints will only be shared with team members directly involved in resolution.

7. Continuous Improvement

All formal complaints are logged and reviewed regularly to identify trends or recurring issues. This helps us continuously improve our services and customer experience.