Employee Pay is a trading style of Solvo Solutions Ltd. If something has gone wrong, we want to hear about it, and we will handle your complaint under Solvo's Complaints Handling Policy.
How to complain to us
Please contact us with a short summary of what has happened, what you would like us to do about it, and how best to reach you. You can complain:
by email to [email protected]; or
in writing to Solvo Solutions Ltd, Office 116 Regents Pavilion, Moulton Park Industrial Estate, Northampton NN3 6BJ.
You do not need to use any particular form of words, and you will not be treated any differently for having complained.
What happens next
We will acknowledge your complaint promptly and tell you who is dealing with it. We will investigate and send you a written response setting out what we found, our decision, and anything we propose to do to put matters right. Where the issues are complex and we need longer, we will tell you why and keep you updated. We will provide our final response within eight weeks.
If you remain dissatisfied
If you are unhappy with our final response, or if we have not given you one within eight weeks, you may refer your complaint to the Financial Ombudsman Service. Their service is free to use.
Financial Ombudsman Service
Exchange Tower, London E14 9SR
Website: www.financial-ombudsman.org.uk
You will usually need to refer your complaint to the Financial Ombudsman Service within six months of the date of our final response.
Complaints about the legal work
We are not a law firm and we do not carry out the legal work on your claim. If your complaint is about the legal services provided to you, including the advice you were given, the handling of your claim or the fees charged, it should be raised with Harcus Parker Limited under its own complaints procedure. If you remain dissatisfied after its final response, you may be able to refer the matter to the Legal Ombudsman.
If you send us a complaint that is about the law firm's handling of your claim, we will pass it to Harcus Parker Limited within one business day and confirm to you that we have done so.
Data protection complaints
If your complaint concerns how we have handled your personal data, you may also complain to the Information Commissioner's Office at any time, free of charge, at www.ico.org.uk. Our Privacy Notice explains more about your rights.