Introduction
Grosvenor House Associates (Cornwall) Limited makes every effort to ensure that whatever service we are carrying outforyou is done in a professional, effective and efficient manner. Unfortunately, but rarely, mistakes do occur. We want all our clients to feel that they are able to make a complaint without fear of feeling intimidated and without the worry that your complaint will not be taken seriously.
We are committed to giving you the best possible service at all times. If we get it wrong then please let us know in order that we may rectify any errors and learn for the future. If you would like a copy of this policy then please do not hesitate to ask. The Employment Law advice and training given by GHA (Cornwall) Limited are covered by professional indemnity insurance which is renewed annually in October.
Generally
If you feel that you have any complaint against the Company at any time then please let us know as soon as possible. We have set outfor you in this document the complaints procedure that should be followed for each type of service that we offer. You are welcome to submit your complaint by any means; by telephone, by email, by fax, by letter or in person.
Employment Tribunals and Employment Law Advice
Grosvenor House Associates (Cornwall) Limited is Regulated by the Claims Management Regulator in respect of regulated claims management activities. The Company's details and regulation number may be found on the Claims Management Regulation register of authorised businesses. To access this information go to http://www.justice.gov.uk/claims-regulation and click on 'Authorised Business Register'. The Company's authorisation number is 5863. The authorisation is renewed annually in February.
These 'activities' refer to advice that the Company might give you in relation to Employment Tribunals. This advice may take the form of advising you on the compensation that you are likely to receive if you win an Employment Tribunal or it might be advice given to you and your organisation about what compensation you may have to pay to an employee who is taking you to an Employment Tribunal.
It may also be advice that we give you regarding possible compensation in order for you make the decision as to whether to take legal action or, in the case of an organisation, whether to settle the matter out of Court. The procedure in any case is the same.
The Procedure
What Happens Next?
If your complaint is about the management of any claim that the Company has advised you upon in relation to Employment Law and compensation and you are unhappy at any time with the way in which your complaint has been handled then you have the right to refer your complaint to the Claims Management Regulator.
I.T. Consultancy, Health and Safety and Management and I.T. Training
Should any individual, Firm, Partnership, Organisation, or Company who has legally employed the services of GHA have any reason for complaint about any or all of the services that have been provided then please write in confidence to the Company Secretary. GHA pledges that any complaints will be thoroughly investigated and the findings communicated to the complainant at the earliest opportunity. If your complaint is about advice relating to Employment Law, Training or IT Consultancy the Company has a professional indemnity policy renewed annually in October and the policy relating to complaints in this area is set out in the previous section of this document.
Should any candidate who is being assessed as part of their training programme have reason to feel that their assessment procedure has been in any way unfair or biased then they have a right of appeal. Appeals made against assessments for GHA's own Certificates will be referred to an independent Tutor for re-assessment, as will those for external Lead Bodies.
Candidates who wish to appeal should use the following procedure:
GHA will undertake that the findings of all appeals that do not involve Lead Bodies will be communicated to the candidate within one calendar month. Complaints relating to IT and Health and Safety Consultancy services will be dealt with in accordance with the policy set out for complaints relating to Employment Law Advice and Consultancy.
CONFIDENTIALITY
GHA will hold all data relating to its customers and clients in a locked office or on a computer protected by passwords. It undertakes not to divulge to any other party any trade secrets, financial records or other information relating to its clients to any third party except where it is necessary to do so to carry out the requirements of the contract or where it is required to do so by law or by disclosure to a regulator.
DATA PROTECTION
GHA has a single Data Protection registration that allows it to hold records on candidates, staff, suppliers and customers. This registration allows the company to hold records on individuals within the above categories providing that the principles of Data Protection are applied as follows:
Personal data shall be: