Complaints & Service Standards
This policy explains the standards Civic Helm aims to meet and how concerns about service may be raised.
1. Service standards
Civic Helm aims to explain scope, fees, assumptions and exclusions before substantive work; communicate clearly; identify deadlines brought to our attention; give realistic information about capacity and risks; avoid promising outcomes we cannot control; handle information carefully; maintain appropriate records; consider accessibility needs; and deal with genuine concerns fairly.
2. Client responsibilities
Clients are expected to provide complete and accurate information, identify uncertainty, supply requested evidence and approvals, communicate material changes promptly, review important documents, make agreed payments on time and treat Civic Helm personnel and delivery partners professionally.
3. What counts as a complaint
A complaint is an expression of dissatisfaction requiring a response. It may concern communication, conduct, delay, agreed scope, quality, fees, confidentiality, accessibility, fair treatment or failure to follow an agreed process. A negative decision by a buyer, employer, funder, agency or other third party is not by itself evidence of poor service.
4. How to complain
Concerns may first be raised informally with the person handling the work. A formal complaint should be sent to hello@civichelm.co.uk, clearly marked “Formal complaint”, with the relevant facts, dates and outcome sought.
5. Handling and review
We will acknowledge a formal complaint and explain the review process. The complaint will be considered objectively, records will be reviewed as appropriate and a substantive response will explain the outcome and any action proposed.
6. Data-protection complaints
Concerns about personal information are also considered under the Privacy Notice. You have the right to complain to the UK Information Commissioner's Office where applicable.
7. Legal and regulatory status
Civic Helm is a consultancy and is not a law firm. It does not provide reserved legal services and is not presented as regulated by a legal-services regulator. Work undertaken by a separately authorised professional may have separate complaints arrangements.
8. Fair treatment
No person will be treated adversely merely for raising a genuine complaint. Civic Helm may set reasonable boundaries where communications are abusive, discriminatory, threatening, excessively repetitive or unrelated to the complaint.