Introduction
Harmonic Action aims to provide high quality services. Harmonic Action views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person (or organisation) that has made the complaint.
Our policy is:
- to provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint,
- to publicise our complaints procedure so that people know how to contact us to make a complaint,
- to make sure everyone at Harmonic Action knows what to do if a complaint is received,
- to make sure all complaints are investigated fairly and in a timely manner,
- to make sure that complaints are, wherever possible, resolved and that relationships are repaired,
- to gather information which helps us to improve what we do.
Confidentiality
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Complaints Handling Procedure
To ensure our services remain at a high and improving standard we have a procedure through which you can let us know if you are not satisfied with your dealings with us.
These are the ways you can get in touch with us:
- Face to face: if you are dealing with a member of our network and you wish to complain, then please speak to them directly; it may be possible to resolve the issue immediately. However, if that is not possible, they will record the details of your complaint and send it to a member of the senior team.
- You can email us: ivan@harmonicaction.com
- You can call us on 07387100315
- You can write to us at our head office: Harmonic Action, 128 City Road, London, EC1V 2NX
Receiving Complaints
In all instances where your complaint is made using the above means, we will send an acknowledgment within 3 working days of receipt. If you provide us with a telephone number or email address we will contact you by either of those means to discuss the matter further and to officially record all necessary details. Hopefully we can resolve the matter immediately.
We will:
- Write down the facts of the complaint
- Take your name and contact information
- Make note of your relationship to Harmonic Action, e.g. client, supplier
- Provide a copy of this policy, if required
- Where appropriate, we may ask you to send a written account by post or by email so that the complaint is recorded in your own words
Resolving Complaints
If we were not able to resolve your complaint in the moment, we will delegate an appropriate person to investigate it and to take appropriate action. If the complaint relates to a specific person, they will be informed and given a fair opportunity to respond.
Our aim is to investigate your complaint properly and give you a reply within fourteen working days, setting out how the problem will be dealt with. If this is not possible because, for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.
The reply will describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
If you have any queries regarding Harmonic Action’s complaints policy or procedures please contact the Director: ivan@harmonicaction.com
Last Updated: November 2025