Complaints
Eurobase People is committed to providing a high-quality service to our customers. If you are not satisfied with the level of service you have received from us, or how we have handled your personal data, we encourage you to share your feedback. This will allow us to continually improve our standards. When we receive details of an issue, we will address it fairly, confidentially, and effectively, and without undue delay.
Complaints Procedure
If you have a complaint, you can contact us at epcompliance@eurobase.com.
You may also raise a complaint through any other communication channel, including phone, post, or via a member of our staff, and it will be handled in accordance with this procedure.
- Acknowledgement
We will send you a written acknowledgment (via email or letter) on receipt of your complaint within 10 working days. We will also inform you of the staff member responsible for handling your complaint.
- Investigation
We will keep a record of your complaint and initiate an investigation on your behalf. This typically includes:
- Reviewing your record and any related communication to understand what happened
- Engaging with Eurobase People team members to gather additional information
- Consulting with senior management when necessary
We will take appropriate steps to investigate and respond to your complaint without undue delay and may keep you informed of progress where appropriate.
- Resolution
Our aim is to acknowledge, investigate and resolve all complaints within 30 days.
You will receive a written response, along with any supporting documents, containing findings and suggested solutions for addressing the matter. If we are unable to meet this timeframe, we will inform you and explain the reason for the delay.
- Data Protection Complaints
A data protection complaint is any concern relating to how we collect, use, store, share, retain, or otherwise process personal data, including how we respond to data protection rights such as subject access requests.
You do not need to use specific legal wording for your concern to be treated as a data protection complaint.
- Escalation
If you remain unsatisfied with the resolution you have the option to contact the REC, our trade association, of which we are a member. Please address your correspondence to:
Consultancy and Compliance Team
REC, Dorset House, 1st Floor, 27–45 Stamford Street, London, SE1 9NT
You also have the right to raise your concern with the Information Commissioner’s Office (ICO), the UK regulator for data protection:
https://ico.org.uk
0303 123 1113
We encourage you to contact us first so we can resolve your complaint.
Record Keeping and Confidentiality
We will keep a record of your complaint and how it has been handled for compliance, monitoring, and audit purposes. All complaints will be handled confidentially and in accordance with our data protection obligations.
