Complaints Procedure
How we handle complaints and work to put things right
Legal information
This complaints procedure explains how to raise concerns about our services and how we will respond.
Last updated: 29 June 2026
Our Commitment
We are committed to delivering a high standard of service.
If something goes wrong, we want to hear about it and put it right.
Complaints are used as an opportunity to improve our services.
What Is a Complaint?
A complaint is any expression of dissatisfaction relating to:
- The quality of our services
- Delays or lack of communication
- Actions or lack of action by our team
You do not need to formally label it a complaint for it to be treated as one.
How to Raise a Complaint
You can contact us via:
Email: info@hseadvisor.co.uk
Telephone: 01304 697100
Please include:
- Your name and contact details
- Details of your concern
- Any relevant documents
Our Complaints Process
Stage 1 – Initial Review
- We will acknowledge your complaint within 5 working days
- We will investigate and provide a response within 20 working days
Stage 2 – Escalation
If you are not satisfied with the response:
- Your complaint will be reviewed by a senior member of the team
- A final response will be issued
Stage 3 – External Resolution (if applicable)
Where appropriate, you may seek independent advice or dispute resolution services.
Continuous Improvement
We record and review all complaints to:
- Identify trends
- Improve services
- Prevent recurrence
Questions about this page?
If you have any questions about complaints procedure, please contact us.