Complaints Policy

Upon receipt of a complaint (whether by email, letter, telephone or in person) details will be passed on the date of receipt to the Company Secretary of The Human Resource Centre, who will allocate the responsibility for investigating and responding to the complaint to one of the Directors.  As far as is practical, this person will have had no direct involvement with the client or the service about which the complaint is being made, but will have full authority for determining and dealing with such matters.

Any complaint will be acknowledged in writing within five days of receipt, providing the name of the person handling the complaint, together with a copy of this Compalints Procedure.  Within four weeks of receipt of the complaint, there will be a further letter as either a) a final response; or b) a holding letter explaining why the person investigating the complaint is not yet in a position to respond to the complaint and indicating a timescale for further contact.  By the end of eight weeks from the recipt of the complaint, there will be a further letter as either a) a final response; or b) another holding letter giving reasons for the continued delay, indicating when a final response can be expected and informing the Complainant that he/she may refer the handling of the complaint to the Claims management Regulator if the delay is deemed unacceptable to the Complainant.

In the final response to any complaint, the Complainant will be informed that if he/she is not satisfied with the response, then the matter may be referred to the Claims Management Regulator and contact details will be provided.