Guardian Forge is committed to providing professional HR, employment-law guidance, Director Protection and recruitment support. If something has not met your expectations, we want to understand the issue and have a fair opportunity to put it right.
1. How to Raise a Complaint
Please tell us what has happened, when it happened, the people or service involved, the outcome you are seeking and any documents you believe will help us review the matter.
- Email: info@guardianforge.co.uk
- Telephone: 0800 612 2126
- In writing: Guardian Forge Ltd, Registered Office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ
2. Our Complaints Procedure
Acknowledgement: We aim to acknowledge a formal complaint in writing within three working days of receipt and identify who will handle it.
Investigation: Where reasonably possible, the complaint will be reviewed by someone who was not directly responsible for the matter complained about. We may ask you for additional information where this is necessary to understand the issue.
Response: We aim to provide a substantive written response within fourteen working days of acknowledgement. If the matter is complex or further information is required, we will explain the reason for the delay and provide an updated timeframe.
3. Escalation
If you remain dissatisfied after the initial response, you may ask for the complaint to be reviewed at Director level. We aim to provide the outcome of that review within a further fourteen working days, subject to the complexity of the matter.
4. External Rights
Nothing in this policy removes any right you may have to contact a regulator, statutory body, court or tribunal where applicable. If your complaint concerns personal information, you may also have the right to complain to the Information Commissioner's Office.
5. Continuous Improvement
We record and review complaints so that recurring issues, service weaknesses or opportunities to improve procedures can be identified and addressed.