At Black Shield Cyber Intelligence, we are committed to providing the highest quality of service. If you are dissatisfied with any aspect of our service, we want to hear from you so we can resolve the issue promptly.
1. How to Submit a Complaint
You may submit a complaint through any of the following channels:
- Email: support@blackshieldintelligence.com
- Mail: Complaints Department, Black Shield Cyber Intelligence, 200 Park Avenue, Suite 1700, New York, NY 10166
- Client Portal: Use the secure messaging system within your case portal to submit a complaint to your case manager.
2. What to Include
Please include the following information in your complaint:
- Your full name and contact information
- Your case number (if applicable)
- A clear description of your concern
- Any relevant supporting documentation
- The resolution you are seeking
3. Our Response Process
- Acknowledgment: We will acknowledge your complaint within 2 business days.
- Investigation: A senior team member will review your complaint and investigate the matter thoroughly.
- Resolution: We aim to resolve all complaints within 15 business days. If additional time is needed, we will keep you informed of progress.
- Final Response: You will receive a written response detailing our findings and any actions taken.
4. Escalation
If you are not satisfied with our response, you may escalate your complaint to our senior management team. We will provide details on further escalation options, including relevant regulatory bodies, in our final response.