Requests, Complaints, Claims and Suggestions (PQRS)

Our PQRS system exists to improve service quality and achieve our clients' full satisfaction. Your voice helps us evolve.

This is a courtesy translation. In case of any discrepancy, the Spanish version of these policies shall prevail as the legally binding text.

What is a PQRS?

A PQRS is any communication that a client, supplier or third party sends to Pyramid Consulting to submit a request, file a complaint, lodge a claim or share a suggestion regarding our services or commercial relationship.

Every PQRS received is analyzed by Pyramid Consulting's quality team, recorded in our management system and handled with the confidentiality required by Ley 1581 de 2012 (Colombian data protection law).

What can you submit?

  • Request: requests for information, certifications, copies of documents or any formal query.
  • Complaint: expression of dissatisfaction related to a team member's conduct or the delivery of a service.
  • Claim: formal demand for review due to contractual breaches, billing errors or other documentable non-conformity.
  • Suggestion: concrete proposal to improve a service, a process or the client experience.

Our response commitment

Every PQRS receives an acknowledgment within the first 48 business hours. The substantive response is issued within a maximum of 15 business days from submission, under the terms of Decreto 491 de 2020 (Colombian Decree). If the case requires more time, we will inform you through the same channel with the justification and the new estimated date.

Submit your PQRS

Fill out the official form. It takes a few minutes and gives us all the information we need to assist you properly.

Open PQRS form

It will open in a new tab (Microsoft Forms).

Prefer email?

If you cannot use the form, write to us at comunicaciones@pyramidconsulting.co clearly stating the type of PQRS (request, complaint, claim or suggestion), a description of the facts and your contact details. We will get back to you within the timeframes stated above.

Legal framework

This page and the described procedure are framed by Ley 1581 de 2012 (Colombian data protection law), Decreto 1377 de 2013, Decreto 491 de 2020 and Pyramid Consulting S.A.S.'s internal PQRS management policy. Information submitted in a PQRS is handled under confidentiality principles and retained for the period established in our Personal Data Protection Policy.