Complaints Procedure
General
Headspring will use reasonable endeavours to resolve all complaints received by it in connection with the services it provides, fairly, promptly and confidentially, in accordance with this Complaints Procedure. Headspring reserves the right not to address complaints which have not been lodged in accordance with the terms of this Complaints Procedure.
Procedure
If you have a complaint about the service you have received from Headspring and you wish to raise this complaint, you must make the complaint in writing and address it to:
Colwyn Clarke
Position: Operations Manager
Email: [email protected]
In order to consider the complaint the Operations Manager should be provided with the following information:
- your full name and contact details (including the preferred email address which we will use to respond to your complaint);
- the nature of your complaint; and
- any other details that you consider would be helpful for Headspring to know to fully address your complaint.
The Operations Manager will contact you as soon as reasonably possible following receipt of the complaint (and in any event within 5 working days of receiving your complaint) to confirm safe receipt of the complaint and that the complaint is being considered by Headspring. The Operations Manager may request further information from you and Headspring request that, to the extent possible, you provide such further information promptly to allow Headspring to properly consider the complaint. Failure to provide such further information may result in a delay in Headspring formally responding to your complaint.
The Operations Manager will formally respond to your complaint within 20 working days of the complaint being received. If for whatever reason, the Operations Manager is unable to respond to your complaint within the timescales referred to above, the Operations Manager will notify you of this and provide you with an explanation for the delay (which may include you not having provided further information requested), along with details of the expected timeframe for a response.
Escalation
If upon receipt of the response you are not satisfied with the outcome of your complaint, you may request in writing for the complaint to be transferred to and reviewed by the Finance Director (as defined below) within 10 working days from receipt of the response. The Finance Director details are as follows:
Diego Palencia
Position: Finance Director
The Finance Director will review and formally respond to your complaint within 20 working days of the complaint being transferred. If for whatever reason, the Finance Director is unable to respond to your complaint within the timescales referred to above, the Finance Director will notify you of this and provide you with an explanation for the delay (which may include you not having provided further information requested), along with details of the expected timeframe for a response.
Arbitration
In the event that upon receipt of the Finance Director’s formal response to the complaint you remain dissatisfied with the outcome, you may take legal action by referring the matter to the London Court of International Arbitration, in accordance with the Arbitration Rules.
Headspring and the person bringing the action agree that the decision of the Arbitrator shall be final and binding on the parties, and the parties will take such action to comply with the Arbitrator’s decision promptly.
Records
Headspring shall maintain a full and accurate record of each complaint received, along with the resolved outcome for a minimum period of 10 years (the “Minimum Period“) from the date of the final decision of the complaint.
Any records and supporting information relating to the complaints will be kept secure and confidential, and will be destroyed in a secure manner at the expiry of the Minimum Period.