Complaints Policy and Procedure

Inspire People is committed to providing a high level of service to our customers. If you do not receive satisfaction from us we need you to tell us about it. This will help us to improve our standards.

Complaints Procedure

If you have a complaint, please contact one of the Inspire People team by phone on +44(0)20 7871 8555 in the first instance so that we can try to resolve your complaint informally.

At this stage, if you are not satisfied please contact Andrew Medhurst, Head of Consultancy. You can contact him by email at andrew@inspirepeople.net or write to him at:

Inspire People
Innovation House
Discovery Park
Sandwich
Kent
CT13 9FF

Next Steps

1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our response within 48 hours of us receiving your complaint.

2. We will record your complaint in our central register within a day of having received it.

3. We will acknowledge your reply to our acknowledgment letter and confirm what will happen next. You can expect to receive our acknowledgement  within 48 hours of your reply.

4. We will then start to investigate your complaint. This will normally involve the following steps;

• We may ask the member of staff who dealt with you to reply to your complaint within 24 hours of our request;
• We will then examine the member of staff’s reply and the information you have provided for us. If necessary we may ask you to speak to them. This will take up to 24 hours from receiving their reply.

5. Andrew Medhurst will then invite you to meet him to discuss and hopefully resolve your complaint. He will do this within 48 hours of the end of our investigation.

6. Within 2 days of the meeting Andrew, we will write to you to confirm what took place and any solutions he has agreed with you.

• If you do not want a meeting or it is not possible, Andrew will send you a detailed reply to your complaint. This will include his suggestions for resolving the matter. He will do this within 2 days of completing his investigation.

7. At this stage, if you are still not satisfied you can conduct APSCo , our professional trade association of which we are a member at complaints@apsco.org

If we have to change any of the time scales above, we will let you know and explain why.

NOTE: In any event, we will comply with any statutory procedures that may relate to your complaint.