Complaints

At Market Intelligentsia, we are committed to delivering the highest standards of service and ethical conduct in all our market research activities. We take feedback seriously and ensure that any concerns raised by our clients, respondents, or partners are addressed swiftly, fairly, and transparently. Our complaints procedure is designed to provide a straightforward process, including automatic escalation through our platform to ensure timely resolutions.

1. Our Commitment to You

We aim to provide an exceptional level of service, always grounded in professionalism, respect, and adherence to global standards such as \ ESOMAR, MRS, and GDPR . However, if you feel that we have not met these standards, we encourage you to raise your concerns with us, and we will work diligently to resolve them.

2. How to Make a Complaint

We strive to make the complaints process as simple as possible. You can submit a complaint by:

• Email : Send your concerns to complaints@market-intelligentsia.com with a clear description of the issue.
• Telephone : Send your concerns to complaints@market-intelligentsia.com with a clear description of the issue.
• Data Submission Form : Use the form below to submit your complaint directly via our website, ensuring that all relevant details are captured for quick resolution.

3. Complaint Resolution Process

Once we receive your complaint, we will take the following steps:

• Acknowledgment : You will receive an acknowledgment within 12 hours, confirming that your complaint is under review.
• Investigation : Our team will investigate the matter, reviewing all relevant information and contacting involved parties if necessary.
• Response : We will provide a formal response within 7 days, outlining our findings, actions taken, and steps to prevent future occurrences.

4. Automatic Escalation via Platform

If you are not satisfied with our initial response, you can choose to escalate the complaint directly via our platform. Once you select the "Escalate Complaint" option within your account, the issue will automatically be forwarded to senior management for further review. Our goal is to resolve escalated complaints within an additional 7 days.

Escalation Process:

• Upon submission of your complaint escalation, a notification is automatically sent to senior management.
• A dedicated manager will review your case, conduct further investigations if necessary, and work with you to reach a resolution.

5. Confidentiality and Impartiality

We treat all complaints confidentially and handle them impartially. Both parties involved will have the opportunity to present their views, and the complaint will be investigated fairly.

6. Compliance with Industry Standards

We adhere to the ESOMAR and MRS codes of conduct, ensuring that all complaints are handled with integrity. If, after following our internal procedure, you feel that your complaint has not been adequately resolved, you may escalate the matter to ESOMAR or MRS for further resolution.

7. Continuous Improvement

Every complaint is an opportunity for us to improve. We analyze complaints and feedback to refine our services and prevent similar issues from arising in the future, ensuring that we continually enhance our service offerings.

Contact Us

For any complaints or inquiries, please contact us via:

• Emailcomplaints@market-intelligentsia.com
• Phone:+1 (323) 443-8889

We value your feedback and are committed to resolving your concerns efficiently and professionally.