Should any client feel that the service they received from Hartman HR and Mediation Ltd falls below their expected standards, and we have failed to rectify the issue for you, the following formal complaints procedure will apply:

You should send an email with “Formal Complaint” as the subject. So we can deal with your complaint as quickly as possible, please include the following:

• A brief description of the issue;
• A brief description of any steps taken to resolve the issue informally;
• If appropriate, any potential resolution you seek to the issue

You will receive acknowledgement of your complaint within 5 working days. This will include a request for any further clarification of information, if required, and a suggestion on how the complaint will be dealt with.

An appropriate investigation will be carried out which will include, as necessary, discussions with yourself or other parties.

You will receive a conclusion to your complaint, including any suggested actions to ensure resolution, by email within 15 working days. Should our suggested resolution be accepted, this will be enacted and no further steps in this procedure will be required.

Appeal

Should our suggested resolution to your complaint not be acceptable to you, you can appeal this explaining your reasons and suggesting any alternative resolution that you feel we should consider, or any information that we have missed.

We will consider your appeal, and any further information provided, and will respond within 5 working days with our final conclusion. This conclusion may or may not be different to that reached previously. 

Should our suggested resolution be accepted at this stage it will be enacted and no further steps in this procedure will be required.

Please note: Where a formal mediation agreement has been signed by yourself and Hartman HR and Mediation Ltd, where the suggested solution at appeal stage is not considered acceptable you can escalate your complaint to the Civil Mediation Council (CMC).