Customer Grievance Policy

Commemorative Brands, Inc. dba Balfour & Co

Grievance Policy and Procedure

It is the policy of Commemorative Brands, Inc. dba Balfour & Co to treat all clients with fairness and professionalism and to strive for excellence in providing services to clients. COMMEMORATIVE BRANDS INC DBA BALFOUR & COs policy provides clients and their families or legal guardians with the opportunity to express a problem or grievance related to the quality of services.  If you feel you have been treated unfairly, unprofessionally or feel that your rights have been breached, the following procedure should be used.

COMMEMORATIVE BRANDS INC DBA BALFOUR & CO grievance procedure is designed to provide a means for clients receiving services to bring a grievance to the attention of COMMEMORATIVE BRANDS INC DBA BALFOUR & CO and to reach a speedy resolution. COMMEMORATIVE BRANDS INC DBA BALFOUR & COs has a strict policy prohibiting retaliation in any form against anyone who files a grievance.

A grievance is defined as any situation or condition that a client thinks is unfair, unjust, or inequitable. In addition, if a client merely states they want to file a grievance, a grievance should be completed.  Under this Client Grievance Procedure, you should submit a grievance in the following sequence:

If you have a grievance, the concern can be discussed with a COMMEMORATIVE BRANDS INC DBA BALFOUR & COs staff. If you decide to speak to a COMMEMORATIVE BRANDS INC DBA BALFOUR & COs staff and an agreement cannot   be reached, you should proceed to the next step of this grievance procedure.  You can also file a grievance without any discussion and proceed to the next step.  Grievance forms can be found at the following on our website at https://www.balfour.com/HelpCenter/About-us/Contact-Us. Click "Grievance Form" on home page

If the matter has not been resolved to your satisfaction, you may choose to discuss your concerns with any supervisor.

Once notified in writing, COMMEMORATIVE BRANDS INC DBA BALFOUR & COs will initiate an investigation within two business days and provide an acknowledgment to you within 7 business days.

COMMEMORATIVE BRANDS INC DBA BALFOUR & COs will report the outcome of the complaint investigation to you within 14 business days after the complaint is received.  If it has not been possible to gather the necessary information that would lead to a resolution by 14 days, you will be notified and given a new date, up to 30 days, by which a resolution or determination will be made.

If for any reason you are unsatisfied with the results, you may contact COMMEMORATIVE BRANDS INC DBA BALFOUR & COs Chief Operating Officer (COO) to further discuss the matter. The COO will conduct a review of the matter and will respond to you in writing within 10 business days.  The COO's decision and recommendations will be final.

REPORTING AND PROCEDURE FORM

This form is to be completed if you wish to make or file a grievance or complaint.  You may also ask someone else who is acting with your knowledge and consent to write or express the grievance.  You may file this report anonymously, without your name, however it may make it more difficult for COMMEMORATIVE BRANDS INC DBA BALFOUR & COs to address the matter.

Date of Report

Client Name: (Last, First)

Client Address

Client Phone

Grievance Statement:

When did the event or incident happen?

State the event or incident that prompted this complaint or grievance (Include all relevant details that will help in following up on this issue)