1. Purpose
I am committed to delivering a high-quality and professional service to all clients. If you are not satisfied, I encourage you to raise concerns so they can be resolved quickly and fairly. This policy sets out how complaints will be handled.
2. Scope
This policy applies to all services provided under consultancy agreements with clients.
3. Informal Resolution
In the first instance, please raise any concerns with me directly. I will make every effort to resolve matters informally and promptly through open discussion.
4. Formal Complaints
If the matter cannot be resolved informally, you may submit a formal complaint in writing (via email or letter). Please include:
A clear description of the issue
Relevant dates, documents, or communications
The outcome you are seeking
I will acknowledge receipt of your complaint within 5 working days and provide a written response within 20 working days. If further investigation is required, I will keep you updated and agree an extended timeframe where necessary.
5. Escalation
If you are not satisfied with the outcome of your formal complaint, the matter may be escalated as follows:
Independent Mediation/ADR: I am open to appointing an independent mediator or engaging an Alternative Dispute Resolution service, to be agreed jointly with you.
CIPD (if applicable): As a CIPD member, I am also bound by their professional standards. Concerns relating to professional conduct may be referred to the CIPD Conduct and Ethics process.
Legal Recourse: If the matter cannot be resolved through mediation, both parties retain the right to pursue remedies through the courts under the governing law of England and Wales.
6. Confidentiality
All complaints will be handled with discretion and confidentiality. Only individuals directly involved in resolving the complaint will have access to the information provided.
7. Review
This policy will be reviewed annually to ensure it remains effective and fair.