Our commitment
We aim to provide accurate, responsive and professional service. If we fall short, we want to know so that we can address the issue and improve. Raising a concern will not affect the standard of service you receive or lead to unfair treatment.
This procedure covers complaints about our service, conduct, communication, fees, confidentiality, delays or failure to meet an agreed obligation. Routine questions or requests can be sent to your usual BlackHawk contact.
How to raise a complaint
Email info@blackhawk.com.np with the subject line “Formal complaint”. If email is not suitable, call +977 9823531997 and ask for the Complaints Lead.
Please include, where possible:
- your name, organisation and preferred contact details;
- a clear description of what happened and when;
- the people, service or engagement involved;
- copies of relevant messages, invoices or documents; and
- the outcome you believe would resolve the matter.
You may appoint another person to act for you, subject to reasonable confirmation that they have your authority.
What happens next
| Stage | Our target |
|---|---|
| Acknowledgement | Within 2 business days, with the name of the person handling the complaint. |
| Investigation | We review relevant records, speak with the people involved and may ask you for more information. |
| Written response | Normally within 10 business days of receiving enough information to investigate. |
| Complex matters | If we need more time, we will explain why and provide an update and revised target. We aim to issue a final response within 20 business days. |
Our response will summarise the complaint, the information considered, our findings, and any correction, apology, refund, process change or other action proposed.
Review and escalation
If you remain dissatisfied, reply within 15 business days and explain what you believe was missed. A director or senior person who was not responsible for the original response will review the matter where practicable and provide a final internal response.
Your engagement letter may identify an external professional body, regulator, mediator, arbitrator or court that can consider the matter. Our final response will identify any route that appears applicable. Using this procedure does not remove any legal rights or deadlines available to you.
Fairness, confidentiality and records
We handle complaints as confidentially as reasonably possible, sharing information only with those who need it to investigate, respond, obtain advice or meet legal and insurance obligations. We keep a record of complaints, outcomes and improvement actions in line with our retention requirements.
We do not charge a fee for handling a complaint. We expect everyone involved to communicate respectfully and in good faith.