Complaints Handling Procedure

We are committed to providing a high-quality service to all our clients.  When you have any concerns or something goes wrong, we would like you to tell us about it.  This will help us to improve our service to you and our standards.

If you have discussed it with our staff and are still not happy or feel you don’t want to do this and wish to make a formal representation then  please contact us by post Ways HR Consulting, 1 Portland Street, Manchester, M1 3BE, or by telephone  0870 890 9882, or by email to enquiries@wayshrc.com.

If you make a call we will ask if you want to make a formal representation. This will begin with the issue of a written record of all the issues raised during the initial phone conversation.

What will happen next?

1. We will acknowledge receipt of your complaint or formal representation within three days of receiving it, enclosing a copy of this procedure.

2. The Relationship Manager will then contact you directly discuss your concerns within 48 hours of sending you the acknowledgement letter.

3. We will investigate your concerns by initially passing your correspondence to the relevant Relationship Manager who for review. If the Relationship Manager is subject to the concerns then it will be passed to their line manager. The Relationship Manager or their line manager will speak to all staff concerned.

4. The Relationship Manager will contact you again to discuss findings and if appropriate any issues of redress or improvement

5. We will then write to you to confirm what took place and any solutions s/he has agreed with you.

6. If you do not want a meeting or it is not possible, the Relationship Manager will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

7. At this stage, if you are still not satisfied, you should contact us again and we will arrange for the Head of Practice to review the decision. If the Head of Practice is the Relationship Manager, a Director not involved in the project will review the decision.

8. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

If we need to change any of the timescales above (for example holidays or sickness), we will let you know and explain why.