Graphite HRM as part of the Peninsula Group is committed to providing an efficient and reliable service for its clients. In order to achieve this, Graphite HRM keeps up-to-date with technology and employs well-trained, dedicated staff.
On the rare occasions that any part of our service does not meet your full expectations, we have implemented a procedure designed to minimise the inconvenience to our clients and to resolve any complaint in a speedy and satisfactory manner.
It is the policy of Graphite HRM that all complaints are taken seriously and are dealt with in a uniform way and that the client receives acknowledgement from the recipient of the complaint within 2 working days. A proposed resolution to the complaint should be issued to the client within 10 working days or 20 working days for a technical response. If for any reason there is an unavoidable delay in issuing a response to the complaint the client must be informed and a new deadline issued/agreed.
All complaints will be dealt with by Client Experience and a designated person will be allocated so they have a definite point of contact. All clients can contact this designated person if they have any questions or queries, or if they wish to inquire about the progress of a complaint. The Client Experience department is available during office hours between 9.00am to 5.30pm or by telephone on 00 353 1850 6060.
Should any member be dissatisfied with the handling of a complaint at any time, they should inform their designated person who can determine the most appropriate person to respond; technical complaints may be appealed to nominated individuals within the Consultancy departments.
If you are dissatisfied having followed all the stages of the above, please write to:
Client Experience Manager Peninsula Business Services Ltd The Peninsula Victoria Place Manchester M4 4FB