Complaints Procedure
15/05/2024
Complaints Procedure
We are committed to providing a high quality, approachable service to clients and candidates. However, if you believe that things have gone wrong or we have failed to meet the standards of service you expect then please make us aware of your problem or concern.
Please let us know when:
- you are not satisfied with the standard of service you have received
- you feel that you have not been treated with politeness and respect
We take all problems and concerns seriously and while it is not possible to please everyone all of the time we will listen and do everything possible to deal with your complaint. We will always explain the reasons for our actions.
Harvey Beric encourages comment and feedback at any time.
What to do first ...
Explain the problem or concern, either verbally or in writing, to the member of staff with whom you are dealing as they may be able to resolve the matter for you quickly. Please make sure you give as much information as possible to enable them to understand your complaint, stressing what you think we can do to rectify the situation.
If after initial contact, your complaint has not been resolved quickly and you still feel aggrieved then you should contact us in writing. Consideration will be made to your complaint and the staff of Harvey Beric will do their utmost to bring a resolution to the matter.
In this case, complaints should be addressed to:
Helen Spalding
Harvey Beric Associates Ltd, Badger Farm, Willow Pit Lane, Hilton, Derby, Derbyshire DE65 5FN
What will happen when you make a complaint ...
If we are unable to resolve your complaint immediately we will:
Write to you within 5 working days of receipt and tell you:
- What we understand to be the nature of the complaint
- How we will deal with your complaint and how long it is likely to take
- Who is responsible for dealing with your complaint
- How we will keep you informed of progress
We will give you a full written answer within 28 working days of receipt of the complaint, or sooner if possible.
If we cannot give you an answer within 28 days we will explain why and give you a new deadline.