Last Updated: June 2026

Introduction

At HSSE Solutions, we are committed to providing professional, reliable and customer-focused services. We value feedback and recognise that, on occasion, clients may have concerns about the services we provide.

This Complaints Policy explains how complaints can be raised, reviewed and managed by HSSE Solutions.

Our aim is to handle all complaints fairly, consistently and professionally while seeking appropriate resolutions wherever possible.

Our Commitment

We are committed to:

1. Treating complaints seriously and respectfully;

2. Reviewing concerns fairly and objectively;

3. Responding within reasonable timescales;

4. Communicating clearly throughout the process;

5. Using feedback to improve our services and customer experience.

What This Policy Covers

A complaint may relate to:

1. Customer service or communication;

2. Appointment scheduling or arrangements;

3. Inspection, consultancy or compliance services;

4. Training or support services;

5. Website content or information;

6. Payment, invoicing or refund concerns;

7. Service delivery issues;

8. Report delivery or documentation concerns;

9. General dissatisfaction with a service provided by HSSE Solutions.

How To Make a Complaint

If you wish to make a complaint, please contact us using the details below.

To help us investigate your concern efficiently, please provide:

1. Your full name;

2. Contact details;

3. Company name (if applicable);

4. Property or service address (if relevant);

5. Details of the complaint;

6. Any supporting information or documentation.

Complaint Handling Process

Step 1: Acknowledgement

We aim to acknowledge receipt of complaints within 5 working days.

Step 2: Review

We will review the information provided and may contact you if further details or clarification are required.

Step 3: Investigation

Where necessary, we will investigate the matter internally and may consult relevant team members, service providers or collaboration partners involved in the service.

Step 4: Response

We aim to provide a response within 10–14 working days, where reasonably possible.

Step 5: Resolution

Where appropriate, we may offer:

1. Further explanation or clarification;

2. Corrective action;

3. Service adjustments;

4. Additional communication;

5. Another suitable resolution based on the circumstances.

Complaints Involving Collaboration Partners

Some services may be delivered, coordinated or supported through approved collaboration partners within the HSSE Solutions network.

Where a complaint relates to a service involving a collaboration partner, HSSE Solutions may liaise with the relevant partner as part of the review and investigation process.

Complex Complaints

Certain complaints may require additional time for investigation, particularly where:

1. Additional evidence is required;

2. Multiple parties are involved;

3. Technical or compliance matters need further review;

4. Third-party information must be obtained.

Where delays occur, we will aim to keep you informed of progress.

Feedback and Continuous Improvement

Customer feedback is important to us and helps us improve:

1. Service quality;

2. Communication;

3. Operational processes;

4. Website content;

5. Customer experience.

We regularly review feedback and complaints to identify opportunities for improvement.

Contact Information

If you wish to submit a complaint or discuss a concern, please contact us:

HSSE Solutions Limited
Second Floor, Kirkdale House
Waltham Forest
London E11 1HP

Phone: 020 8178 5892

Email: info@hsse-solutions.co.uk

Policy Review

This Complaints Policy may be updated periodically to reflect changes in our services, procedures, legal requirements or operational practices.