Complaints Procedure

1. Scope and Purpose

This document sets out the complaints procedure for Clover HR Services. Our goal is to deliver professional and high-quality HR support for all our clients and stakeholders. Nevertheless, we recognise that occasionally, concerns or complaints may arise regarding our services, staff, or procedures. We are committed to addressing all complaints promptly, fairly, and constructively.

The purpose of this procedure is to outline a clear, accessible, and effective process for clients, employees, suppliers, or other stakeholders to raise complaints about any aspect of our services. This policy applies to all staff and covers complaints relating to:

  • The standard or quality of HR services provided
  • The conduct or attitude of our staff
  • Failure to follow our Company policies or statutory obligations
  • Any other concern relating to our service delivery

2. Principles

Our complaints procedure is governed by the following principles:

  • Accessibility: The process is easy to understand and simple to use for anyone wishing to raise a concern.
  • Timeliness: Complaints are acknowledged and dealt with promptly.
  • Confidentiality: All complaints are handled with discretion. Information will only be shared with those directly involved in investigating and resolving the complaint.
  • Fairness and Impartiality: All parties will be treated fairly without prejudice or bias.
  • Transparency: We will explain our process clearly and provide updates throughout the resolution process.
  • Continuous Improvement: Lessons learned from complaints will be used to improve our services and procedures.

3. Raising a Complaint

We encourage resolution of issues as early as possible and at the closest point of contact. If you have a complaint, please follow the steps below:

Step 1: Informal Resolution

If you feel comfortable, first raise your concern directly with the staff member or department involved. Many complaints can be resolved quickly and informally, without the need for a formal process.

If the issue is resolved at this stage, no further action is required.

Step 2: Formal Complaint Submission

If you are unable to resolve the issue informally, or if you would prefer not to address it directly, you may submit a formal complaint using one of the following methods:

  • Email: Send your complaint to info@cloverhr.co.uk
  • Telephone: call our office at 0330 175 6601 and ask to speak to the Operations Director.

Please provide the following information to help us investigate:

  • Your name and contact details
  • The nature of your complaint, including relevant dates and times
  • Names of any staff involved (if known)
  • Supporting evidence or documentation, if applicable
  • Details of any previous attempts to resolve the issue (if any)

4. Complaint Handling Process

4.1 Acknowledgement
  • We aim to acknowledge receipt of your complaint within two working days.
  • An initial review of your complaint will be conducted to determine how it will be handled and who will be responsible for investigating it.
4.2 Investigation
  • An impartial manager, usually a senior member of staff, will investigate your complaint.
  • The investigation will involve gathering relevant information, interviewing those involved, and reviewing any documentation.
  • All parties will have the opportunity to provide their account of events and submit evidence.
  • We aim to complete our investigation within 10 working days of acknowledging your complaint. If additional time is needed, we will keep you informed and explain the reasons for the delay.
4.3 Outcome
  • After the investigation is concluded, we will write to you with the outcome.
  • This will include a summary of our findings, any action taken or planned, and any recommendations for improvement.
  • If your complaint is upheld, we will explain the steps being taken to remedy the issue.
  • If your complaint is not upheld, we will provide clear reasons for this decision.
4.4 Appeal
  • If you are dissatisfied with the outcome of your complaint, you may appeal the decision within 5 working days of receiving the outcome letter.
  • Appeals should be made in writing, stating clearly the grounds for appeal and including any new evidence you wish to be considered.
  • The appeal will be reviewed by a Director or a senior manager not previously involved in the investigation.
  • We aim to respond to appeals within 10 working days of receipt.
  • The outcome of the appeal will be final and communicated in writing.

5. Confidentiality

We are committed to maintaining the confidentiality of all parties involved in a complaint.
Complaints will be handled sensitively, and information will only be shared with those who need it to investigate and resolve the complaint. All records relating to complaints will be stored securely and in accordance with our data protection obligations under UK GDPR and the Data Protection Act 2018.

6. Unreasonable or Vexatious Complaints

While we are committed to dealing with complaints fairly and impartially, we reserve the right to decline to consider complaints that are deemed to be vexatious, malicious, or repetitive. Should this occur, we will provide an explanation for our decision and, where appropriate, advise of alternative routes for resolution.

7. Monitoring and Reporting

All formal complaints will be logged and monitored. We will record:

  • Date of complaint
  • Name of complainant
  • Nature of complaint
  • Outcome and action taken
  • Response time

Complaints data will be reviewed by management on a regular basis to identify any recurring issues or areas for improvement. Anonymised data may be shared with staff to promote learning and quality improvement.

8. Review of Procedure

This complaints procedure will be reviewed annually or sooner if required by changes in legislation, regulation, or company policy. Feedback from clients and staff regarding this procedure is welcomed and will be considered during the review process.

This policy is designed to ensure an open, accessible, and fair process for resolving complaints, fostering trust and continuous improvement in all our HR services.