Purpose and scope - This policy sets out how Blue Circle Consultancy Limited handles complaints from its business clients. It applies only to business-to-business consultancy services provided in person and over email. It does not apply to consumer matters.

How to raise a complaint - Clients can raise a complaint by email, post or phone.

Please provide:

a)     your organisation’s name and contact details;

b)     a clear summary of the concerns, including relevant dates, people involved and any supporting documents; and

c)      the outcome you are seeking.

Complaints contact: enquiries@bluecirclehr.co.uk Telephone: 01257 448 410

Acknowledgement and response timeframes - We will acknowledge receipt of your complaint within 10 business days. We aim to provide a substantive response within 30 business days. If the matter is complex, we will keep you informed of progress and provide an updated timeframe.

Investigation and escalation - Your complaint will be reviewed by a manager who was not directly involved in the matter wherever possible. We may contact you to clarify issues and request further information. If you are dissatisfied with the initial outcome, you may request an internal escalation to a director or the complaints lead, who will conduct a further review and issue a final response.

Outcomes and remedies - We will explain our findings and any actions we propose to take, which may include clarification, an apology, service improvement measures, or other appropriate steps at our discretion. We reserve all rights and make no promise of specific remedies. This policy does not limit or replace any rights or remedies available under your contract with us or under applicable law.

Confidentiality - We will treat complaints and related information as confidential and will share it only with those who need to know in order to investigate and respond, or where disclosure is required by law.

Record-keeping - We will keep a written record of complaints, investigations, outcomes and correspondence for a proportionate period for audit and improvement purposes.

Data protection - We will handle personal data in accordance with UK data protection law, including the UK GDPR and the Data Protection Act 2018. For details about how we process personal data, please see our Privacy Notice available on our website or on request.

Continuous improvement - We review complaints periodically to identify trends and opportunities to improve our services, training and processes.

Governing law and jurisdiction - This policy is governed by the laws of England and Wales. Any disputes arising out of or in connection with this policy are subject to the exclusive jurisdiction of the courts of England and Wales. This statement is a policy position and is not a contractual term.

Version control - Effective date: 01.09.2026