Complaints Policy

Beacon People Limited (“we”, “us”) is committed to dealing with complaints fairly, promptly, and in a way that respects your concerns. This policy explains how you can make a complaint and how we will handle it.

1. What we mean by a complaint

A complaint is an expression of dissatisfaction about our services, the conduct of our staff or representatives, or the outcome of a matter we have been involved in. We distinguish between a general enquiry or request (e.g. for information or a correction) and a complaint, which involves a formal expression of dissatisfaction that you want us to investigate and respond to.

2. How to make a complaint

You can make a complaint by:

• Email: [email protected] — please use the subject line “Complaint” and include your name, contact details, and a clear description of the complaint, including any relevant dates and reference numbers.
• Phone: 01702 241 199 — you can speak to a member of our team who will take details of your complaint.
• Post: Beacon People Limited, 3 Caxton Road, Fulwood, Preston, PR2 9ZZ — please mark the envelope “Complaint”.

To help us deal with your complaint quickly, please provide as much detail as possible, including what happened, when, and what you would like us to do to put it right.

3. What we will do

We will acknowledge your complaint promptly (normally within 5 working days) and tell you who is handling it. We will investigate the matter fairly and, where possible, respond with our findings and any proposed resolution within a reasonable time (we aim to respond substantively within 20 working days, although complex matters may take longer). If we need more time, we will let you know and explain why.

We will treat your complaint confidentially and in line with our data protection obligations. We will not discriminate against you for having made a complaint.

4. If you are not satisfied

If you are not satisfied with our response, you may ask for your complaint to be escalated. We will tell you how to do this and who will review it. Depending on the nature of your complaint, you may also have the right to refer the matter to an external body (e.g. a regulator or ombudsman). We will provide you with information about any such options where relevant.

5. Contact

For any questions about this policy or to make a complaint, contact us at [email protected] or 01702 241 199.