At Sanfay Research Consulting, we are committed to nurturing a collaborative environment where client satisfaction and successful project outcomes are our top priorities. Our Conflict Resolution Policy outlines our approach to addressing concerns, misunderstandings, or conflicts that may arise in the course of our work. We believe in proactive, respectful communication and a systematic process to reach fair and timely resolutions.

1. Open Communication

We encourage clients to openly communicate any concerns or questions regarding project progress, deliverables, timelines, or other matters. Early communication helps us address and resolve potential issues quickly, minimizing impact and maintaining project momentum. Clients are encouraged to reach out through email: support@sanfayresearchconsulting.com.

2. Identification of Issues

When a concern or conflict arises, Sanfay Research Consulting will work with the client to clearly identify and document the issue, including details such as:

• Nature of the concern (e.g., deliverable quality, timeline delays, communication issues)
• Impact on the project or the client’s objectives
• Any specific requests or resolutions the client believes would address the issue

This documentation ensures clarity, objectivity, and a shared understanding of the matter at hand.

3. Internal Review and Response

Once an issue is identified, Sanfay Research Consulting will conduct an internal review to understand its root cause, assess the circumstances, and consider possible resolutions. Our team will respond within 2–3 business days to outline our findings and propose potential solutions. The response will include:

• A summary of the issue and findings
• A clear explanation of corrective actions or alternative solutions
• A timeline for implementing the proposed solutions

4. Collaborative Solution Development

At Sanfay, we prioritize a collaborative approach in which clients are actively involved in developing mutually beneficial solutions. We engage in open dialogue to ensure the proposed resolution aligns with both client expectations and project requirements. Options for conflict resolution may include:

• Adjusting project timelines or deliverables
• Offering alternative approaches or compensatory services
• Facilitating additional meetings to clarify expectations or scope

This collaborative process allows us to customize solutions to meet unique client needs.

5. Escalation Process

If a satisfactory resolution is not reached through initial discussions, clients have the option to escalate the issue. In such cases, the matter will be reviewed by a senior manager or executive at Sanfay Research Consulting, who will work directly with the client to find an alternative solution or reach a mediated outcome.

6. Third-Party Mediation

In rare cases where internal escalation does not result in a satisfactory resolution, Sanfay Research Consulting may suggest third-party mediation as a final step. This step involves an impartial mediator to facilitate discussions and work toward a fair outcome that respects both parties’ interests.

7. Commitment to Continuous Improvement

Sanfay Research Consulting views each conflict as an opportunity to improve our services, policies, and client interactions. We regularly review feedback and outcomes from conflict resolutions to identify areas for improvement in our processes, training, and communication practices.

8. Client Rights and Transparency

Throughout the conflict resolution process, clients are kept informed and encouraged to voice their perspectives freely. We maintain full transparency and adhere to high standards of professionalism, ensuring each client is treated fairly, respectfully, and with a genuine commitment to resolving the issue.

Contact Us

If you have any questions about this Conflict Resolution Policy or need to address a concern, please contact us at:

Email: support@sanfayresearchconsulting.com
Phone: +254720545825