Complaints Procedure
I hold myself to a high standard. If something hasn't gone the way it should, I want to know about it and I'll handle it properly.
If something's gone wrong, let's talk about it
I take complaints seriously. If you're unhappy with the advice or service you've received from HR Katie Ltd, please get in touch. This page sets out exactly how I'll handle your complaint, what I need from you, and the timescales you can expect.
What happens, and when
Raise your complaint in writing
Send your complaint to hello@hrkatie.co.uk. Tell me clearly what the issue is, and include any relevant supporting documentation. If you're claiming a financial loss, please include evidence of that too.
I'll acknowledge it promptly
You'll hear back from me within five working days of receiving your complaint. I'll confirm I have it and let you know what happens next.
Within 5 working daysI'll look into it properly
Once I have everything I need, I'll review the complaint in full. That means going through all relevant correspondence, the advice given, and the evidence you've provided. I won't rush it.
You'll get a written response
I'll respond in writing within 28 working days of receiving all the relevant documentation. If that's not going to be possible, I'll let you know and give you a revised date.
Within 28 working days of full documentationStill not satisfied?
If you're not happy with my response, you're free to seek independent legal or professional advice. I'll always tell you where you stand.
I need the full picture before I can respond
I'm not able to give a substantive response until I have all the relevant documentation in front of me. That includes invoices, any third party correspondence, and evidence of the losses you're claiming. The 28 working day response window starts from the point I've received everything, not from when the complaint is first raised.
Include a clear description of your concern and any supporting documentation.