Complaints Procedure
We take complaints seriously and aim to resolve concerns quickly and fairly.
Reviewed by Elizabeth Rebecca Cavendish · HR & Employment Law Consultant, Assoc CIPD · 6 yearsLast reviewed
How to raise a complaint
Use our contact form and mark your message as a complaint, or write to us at HR Service Centre, 20-22 Wenlock Road, London, N1 7GU. Please include a description of the issue, your contact details and any relevant reference numbers or dates.
Our timescales
- Acknowledgement within 3 working days.
- Substantive response within 15 working days.
- If the matter is complex we'll keep you informed of progress at least every 10 working days.
How we handle it
Your complaint is reviewed by someone not directly involved in the matter wherever possible. We will set out what we found, what we will put right and any changes we are making as a result.
Escalation
If you remain dissatisfied with our response, you can escalate as follows:
- For employment law matters handled by a solicitor: the Solicitors Regulation Authority (SRA) and Legal Ombudsman.
- For HR services: the CIPD professional conduct route.
- For data protection concerns: the Information Commissioner's Office at ico.org.uk.