HR GO Recruitment and HR GO Driving are brands owned by HR GO plc, referred throughout this document as 'HR GO'. The formal complaints policy and procedure is managed by HR GO plc.
HR GO views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the people that have made a complaint.
We encourage all of our staff to work with customers and try to find a resolution to any expressions of dissatisfaction without the need to use the formal complaints process.
In many cases we can resolve an issue very quickly - by putting the problem right straight away and to our customers satisfaction. We consider these types of cases as informal service issues.
However, when a customer is unhappy about the way that a service issue or request was handled, they should be referred to this policy.
Our policy is:
What is a complaint?
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of HR GO business. A complaint can be received verbally, by phone, by email or in writing.
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Complaints and/or comments regarding the quality of HR GO service can be made by one of the following methods:
HR GO Driving Ltd is an accredited member of the FTA (Driver Agency Accreditation Scheme). Complaints with regards to any driver related issues can also be investigated by FTA and any findings considered by the Governance Group. In order to log a complaint you must have used HR GO Driving Ltd for the purpose of hiring drivers and have already complained to HR GO directly and had an unsatisfactory outcome.
To log a complaint under this scheme please visit: http://www.fta.co.uk/contact/daas_complaint_form
Complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities the complainant may have.
Complaints received by telephone or in person need to be recorded.
The person who receives a phone or in person complaint should:
In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate.
Whether or not the complaint has been resolved, the complaint information should be passed to Group Admin within one week.
On receiving the complaint, Group Admin records it in the complaints log. If it has not already been resolved, they delegate an appropriate person to investigate it and to take appropriate action.
If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.
Complaints should be acknowledged by the person handling the complaint within a week. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply.
Ideally complainants should receive a definitive reply within four weeks. If this is not possible because, for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.
Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, any action taken as a result of the complaint where appropriate.
Any queries should be addressed to the Human Resources Department at HR GO. Any amendments will be notified by revision of this document.
This policy will be reviewed periodically.