Our Commitment to Excellence
Customer Service Policy
At Blackbelt Global Consulting, we hold ourselves to the same standard of mastery we expect of our clients. This policy defines what you can expect at every stage of your engagement with us.
Effective date: January 1, 2026 · Last reviewed: May 2026
“We exist to serve your transformation — not just deliver a product. Every interaction with Blackbelt Global Consulting should reflect mastery, integrity, and a genuine commitment to your success.”
— Valentino Heavens, Founder & Principal Consultant
1. Response Standards
All client inquiries, emails, and messages are acknowledged within 24 business hours.
Substantive responses to engagement queries are provided within 48 business hours.
Emergency or escalated matters are addressed within 4 business hours during working days.
Our business hours are Monday – Friday, 8:00 AM – 6:00 PM WAT (West Africa Time).
2. Issue Resolution
All service concerns are logged, acknowledged, and assigned to a relationship manager within 24 hours.
A resolution or clear remediation plan is provided within 7 business days.
Complex matters requiring deeper investigation will receive interim progress updates every 48 hours.
Unresolved disputes may be escalated to senior leadership within 10 business days of the initial report.
3. Dedicated Relationship Management
Every client engagement is assigned a named relationship manager who serves as the primary point of contact.
Relationship managers are available for scheduled check-ins at agreed intervals throughout the engagement.
Changes in relationship manager assignment will be communicated at least 5 business days in advance.
Clients may request escalation to a senior consultant at any stage of the engagement.
4. Quality & Confidentiality
All deliverables are reviewed by a senior consultant before submission to the client.
Client information, data, and business intelligence are held in strict confidence.
We do not share client information with third parties without explicit written consent.
All engagement documents are stored securely and retained for a minimum of 5 years.
5. Engagement Conduct
Blackbelt Global operates with full professionalism, integrity, and respect at all times.
Our consultants adhere to the Code of Professional Conduct of the Institute of Management Consultants.
We declare all real and perceived conflicts of interest before commencing any engagement.
We commit to delivering only what we can competently perform and advise alternatives where appropriate.
6. Post-Engagement Follow-Through
Every completed engagement includes a structured close-out meeting to review outcomes and next steps.
Post-engagement check-ins are conducted at 30, 60, and 90 days to assess implementation progress.
Clients have access to email support from their relationship manager for 30 days post-engagement at no charge.
We track and document outcomes to continuously improve our service delivery.
7. Complaints Procedure
Complaints may be submitted in writing to info@blackbeltglobal.co with the subject line 'Formal Complaint'.
A formal acknowledgement will be issued within 24 business hours of receipt.
A full written response, including findings and remediation, will be delivered within 14 business days.
If unsatisfied with the resolution, clients may escalate to the Director of Operations in writing.
Blackbelt Global reserves the right to engage independent mediation for unresolved disputes.
8. Policy Review
This Customer Service Policy is reviewed annually and updated as needed.
Clients will be notified of material changes to this policy with at least 30 days' notice.
The current version of this policy supersedes all prior versions.
For questions about this policy, contact info@blackbeltglobal.co.
Questions About This Policy?
Reach out to our team and we will respond within 24 business hours.