Complaints

We are committed to providing a high-quality hr services and we acknowledge that we may not always get it right, so if something has gone wrong, including in relation to our charges, we need you to tell us. This will help us to improve our standards of service.

How do I make a complaint?

• • You can contact us in writing (by email or letter) or by telephone.
  • Please contact our Client Care Director who has overall responsibility for complaints and whose contact details are: Mika Psyllaki, Perform HR, 20 Edgerton road, Coach House, Huddersfield, HD3 3AD, email: mika@performhr.co.uk, or by telephone 07464767975.
  • To help us to understand your complaint, and in order that we do not miss anything, please tell us:
    • your full name and contact details;
    • the details of your complaint;
    • how you would like your complaint to be resolved; and
    • your file reference number (if you have it).
  • If you require any help in making your complaint we will try to help you.

How will you deal with my complaint?

• • We will write to you within two working days acknowledging your complaint, enclosing a copy of this policy. Please note there may be occasions where our Client Care Director is away from the office or we are working remotely.  If this is the case, we may take a little longer to acknowledge and deal with your complaint.  Please be assured that we will contact you as soon as we are able and advise you of any changes to our timescales for handling your complaint.
  • We will investigate your complaint. This will usually involve:
    • reviewing your complaint;
    • reviewing your file(s) and other relevant documents; and
    • liaising with the person who dealt with your matter (where this is not the complaints handler).
  • We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.
  • We will update you on the progress of your complaint at appropriate times.
  • We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you by telephone or video conference.
  • We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within 21 days of the date of our letter of acknowledgement.