D Harvey Media Ltd – Complaints Policy & Procedure

Version: 1.7
Effective Date: January 2025
Review Date: January 2026
Approved By: Board of Directors, D Harvey Media Ltd

1. Purpose of Policy

This Complaints Policy establishes a formal and legally compliant framework for managing and resolving complaints received by D Harvey Media Ltd (“DHM”). The purpose of this policy is to ensure that all complaints are handled fairly, transparently, and in accordance with applicable UK law, while protecting DHM from unsubstantiated, informal, or abusive allegations.

This policy forms part of DHM’s internal governance controls and exists to prevent misuse of the complaints process by any party, including clients, suppliers, contractors, or external stakeholders.

2. Scope

This policy applies to all complaints submitted to DHM that relate directly to the professional services delivered by DHM. Only complaints submitted in accordance with this policy will be considered.

This policy does not apply to:

  • Personal grievances unrelated to service delivery
  • Anonymous complaints
  • Complaints submitted verbally or via informal channels
  • Complaints regarding systems, platforms, or assets not owned or contractually controlled by DHM
  • Complaints involving safeguarding, criminal matters, discrimination, or whistleblowing – these are subject to a separate procedure

3. Complaints Submission Requirements

All complaints must be submitted in writing to complaints@dharveymedia.com and must include the following mandatory information:

  • Full name and role of complainant
  • Organisation represented (if applicable)
  • Clear description of the issue and date on which it occurred
    Evidence supporting the complaint (screenshots, emails, documents, or factual record)
  • Confirmation of the contractual clause or obligation the complaint refers toComplaints submitted without the above information will not be accepted or logged.

4. Cooling-Off Provision

To ensure complaints are submitted objectively and without emotional escalation, DHM will not accept any complaint submitted within 48 hours of the incident giving rise to the complaint. This “cooling-off period” is mandatory and non-negotiable.

5. Acknowledgement and Resolution Timeframes

DHM will acknowledge receipt of a complaint within 48 business hours of receipt.
DHM will aim to resolve or issue a formal response to the complaint within 21 business days. Where more time is required due to the complexity of the matter, DHM will notify the complainant in writing.

6. Evidence Standards & Rejection of Hearsay

Complaints based on hearsay, unverified reports, or second-hand accounts will not be accepted. Only evidence-based complaints will be investigated.

DHM reserves the right to reject any complaint that:

  • Lacks supporting evidence
  • Relies on personal opinion rather than factual record
  • Is speculative, vexatious, defamatory, or submitted in bad faith

7. Investigation Process

Where a valid complaint is accepted, DHM will:
1. Log the complaint and assign a case reference
2. Conduct an internal evidence-based review
3. Request further information or clarification where necessary
4. Issue a written decision and recommended remedies or actions (if applicable)

8. Complaints Against Named Individuals

Where a complaint names a specific individual, DHM will ensure the complaint is handled impartially. Any complaint relating to a Director of DHM will be reviewed by an alternative Director not named in the complaint.

9. Prohibited Use of the Complaints Process

  • The complaints process must not be used for:
  • Performance management of contractors or suppliers outside of contract scope
  • Attempts to access DHM-owned systems, code, assets, or intellectual property
  • Harassment, coercion, intimidation, or undue pressure
  • Retaliation following a boundary being set by DHM

Misuse of the complaints process will result in the complaint being rejected and may lead to escalation, including suspension of services or termination of contract.

10. Confidentiality & Data Protection

DHM will treat all complaints confidentially and in accordance with UK GDPR and the Data Protection Act 2018.

The identity of complainants and all personal data will be processed strictly on a need-to-know basis.

Complainants do not have a right to anonymity under this policy.

11. Non-Retaliation

No individual may be disadvantaged for submitting a legitimate complaint. However, false, malicious, or bad-faith complaints are considered a breach of this policy and may result in contractual or legal action.

12. Contractual Standing

Nothing in this policy overrides the contractual terms agreed between DHM and any client. Where this policy conflicts with contractual terms, the contract will take precedence, except where doing so would breach UK law.

13. Jurisdiction

This policy shall be governed and interpreted in accordance with the laws of England and Wales. Any disputes arising under this policy will be subject to the exclusive jurisdiction of the courts of England and Wales.

14. Policy Review

This policy will be reviewed annually or sooner if required due to material legal or organisational change.