Complaints Procedure

At Heidi Black HR Ltd, I am committed to providing the highest quality service to my clients. I value all feedback, as it helps me continuously improve and enhance the support I offer.

If you have any concerns about my service, I encourage open and constructive feedback. Your input allows me to address any issues promptly and refine my approach to better meet your needs.

This procedure outlines the steps to raise a complaint and how I will work to resolve it fairly and efficiently.

Feedback

To provide feedback please talk to me directly or drop me an email at heidi@black-hr.uk and I will respond to confirm receipt.

Where feedback is positive, I will endeavour to ensure that I am maximising that area of service throughout my business. Where the feedback is suggesting areas for improvement, I will contact you personally to explore ways to improve the service for you in the short term and for you and other clients in the medium term.

Complaints

Should any client feel that the service they have received falls below the expected standards, and I have failed to rectify the issue, I operate the following formal complaints procedure. Where timescales are defined within this procedure, they are maximum durations, and I will always strive to fulfil the respective step as soon as is possible. Please note that step 9 of this procedure is only applicable in any mediation where a formal mediation agreement has been signed by both parties.  

  1. You should send an email to heidi@black-hr.uk entering “Formal Complaint” in the subject area. In order to deal with your complaint as swiftly as possible your email should provide the following:-
    1. A brief description of the issue.
    2. A brief description of any steps taken to resolve the issue informally.
    3. If appropriate, any potential resolution to the issue that you can foresee.
  2. You will receive a response to acknowledge your complaint within no more than 5 working days. This will include a request for any further clarification of information required and a suggestion on how the complaint will be investigated and dealt with.
  3. An appropriate investigation will be carried out, which will include, as necessary, discussions with yourself or other parties as required.
  4. You will receive a conclusion to your complaint, including any suggested actions to resolve your complaint, by email within no more than 15 working days. Should the suggested resolution be accepted, this will be enacted and no further steps in this procedure will be required.
  5. Should the suggested resolution to your complaint not be acceptable you can appeal this explaining your reasons why and suggesting any alternative resolution that you feel should be considered or any information that has been missed.
  6. Your appeal will be considered, and any further information provided and will respond within no more than 5 working days with the final conclusion. This conclusion may or may not be different to that reached in step 4 of this procedure. Should the suggested resolution be accepted at this stage it will be enacted and no further steps in this procedure will be required.
  7. You will receive a conclusion to your complaint, including any suggested actions to resolve your complaint, by email within no more than 15 working days.
  8. Should the suggested resolution at step 7 be accepted this will be enacted. Except for complaints regarding formal mediation no further steps will be taken regarding the complaint.
  9. (For mediation complaints only). Where the suggested solution at step 7 is not considered acceptable you can escalate your complaint to the Civil Mediation Council (CMC). A link to their escalation procedure is provided at https://civilmediation.org/complaints/