Complaints procedure

How to complain

Use the contact form and select the complaints option, or write to:

Information to include

• your name and organisation;
• your preferred contact details;
• the payroll or service concerned;
• a clear description of what happened;
• relevant dates and reference information;
• the impact of the issue; and
• the outcome you are seeking.

Do not send unnecessary employee data. If supporting payroll records are required, we will confirm the appropriate transfer method.

What happens next

We will normally:

1. acknowledge the complaint within two working days;
2. identify the person responsible for reviewing it;
3. gather relevant records and, where necessary, request further information;
4. provide a written outcome within ten working days; and
5. explain any action taken or the reason more time is needed.

Complex complaints may take longer. If so, we will provide a progress update and a revised response date.

Escalation

If you disagree with the initial outcome, you may ask for a further review by a person not responsible for the original response where this is reasonably possible. The request should explain why you believe the outcome did not address the complaint.

Data protection concerns

If the complaint concerns use of personal data, state this clearly. You also have the right to complain to the Information Commissioner's Office. We encourage you to contact us first so that we have an opportunity to investigate, but you do not have to do so.

Contractual rights

This procedure does not change any rights, time limits, liability provisions or dispute-resolution arrangements in an applicable service agreement.