Effective Date: 31.05.2025
Company Name: MOMENTUM Health & Safety Consultants
Contact Email: mark.lewis@momentum-hs.com
Phone: 0800 288 8021
Address: Suite 3, One Waterton Park, Waterton Industrial Estate, Bridgend, CF31 3PH

1. Purpose

At MOMENTUM Health & Safety Consultants, we are committed to delivering high-quality, professional services. We value feedback and take complaints seriously. This policy outlines how clients, partners, or stakeholders can raise concerns and how we will handle them fairly, promptly, and transparently.

2. Scope

This policy applies to:

• Clients or organisations using our consultancy services
• Individuals interacting with MOMENTUM (e.g. during training, assessments, audits)
• Third parties such as suppliers or partner firms

3. Our Commitment

We aim to:

• Provide a clear and easy-to-use process for complaints
• Respond promptly and courteously
• Investigate concerns fairly and confidentially
• Take appropriate action to resolve the issue and prevent recurrence
• Keep a formal record of all complaints received

4. How to Make a Complaint

If you are dissatisfied with any aspect of our service, please raise it as soon as possible. You can contact us in any of the following ways:

1. a) By Email

Send your complaint to: mark.lewis@momentum-hs.com
Please include your full name, contact details, nature of the complaint, and any supporting documentation.

1. b) By Post

Address your complaint to:
Complaints Handling
MOMENTUM Health & Safety Consultants
Suite 3, One Waterton Park, Waterton Industrial Estate, Bridgend, CF31 3PH

1. c) By Phone

Call us on: 0800 288 8021
We may ask you to confirm the details of your complaint in writing.

5. What Happens Next

Once we receive your complaint, we will:

1. Acknowledge your complaint within 3 working days
2. Investigate the issue thoroughly and fairly
3. Respond with a resolution or update within 10 working days
   • If more time is needed, we will inform you of the expected timeline
4. Propose a resolution, corrective action, or explanation
5. Confirm closure of the complaint once resolved to your satisfaction (where possible)

6. If You’re Not Satisfied

If you’re unhappy with how your complaint was handled or the outcome, you can escalate it by writing to a Director or Senior Consultant. We will conduct a secondary review and aim to respond within 10 working days.

For external escalation (depending on the nature of the complaint), you may contact professional bodies such as:

• HSE (Health and Safety Executive) – if the issue concerns regulatory non-compliance
• ICO (Information Commissioner’s Office) – if your complaint is about data protection or privacy

7. Record Keeping

All complaints are logged in our internal Complaints Register, including:

• Date of receipt
• Nature of complaint
• Investigation outcome
• Action taken
• Date resolved

These records are reviewed periodically to improve our services.

8. Confidentiality

All complaints will be handled with confidentiality. Your data and personal information will be protected in accordance with our [Privacy Policy].

9. Continuous Improvement

Complaints are a vital part of our quality assurance process. We use feedback to identify areas for improvement and update internal procedures as necessary.