Complaints Procedure - Graphite HRM

Complaints Procedure

Complaints Procedure

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

2018 Graphite HRM