Complaints Handling Procedure

We are totally committed to customer service and it is our intention to meet and exceed our customers’ expectations. On the rare occasion that a customer has an outstanding or unresolved issue, they may feel the need to log a complaint.

The complaint process will be managed by a member of our dedicated Complaints Escalation Desk, who will oversee the investigation and engage the appropriate internal departments to ensure a satisfactory conclusion.
The complaint will follow our formal complaints procedure, which is set out below (all timescales given are from the date the complaint is received):

• Acknowledgement from Complaints Escalation Desk to validate and verify the issue raised – 1 working day
• Commence internal investigation and feedback with initial resolution plan – 5 working days
• Feedback updates – as often as reasonable, but every 10 working days (unless otherwise agreed)
• Upon closure of the complaint our findings and any subsequent actions will be sent via email or in writing
• After resolution the complaint will be monitored to ensure the corrective action has been effective and you may receive a follow up call from the Complaints Escalation Desk to ensure customer satisfaction

As further evidence of our commitment to continually improve the customer experience at Ceridian you may also receive a short survey after the complaint has been resolved to enable you to feedback on the quality of the process itself, rather than purely the solution, which will enable us to ensure that we continue to be a Customer Driven organisation.

You can raise a complaint in a variety of ways, although we recommend raising a complaint via the Client Support Centre.  If you do not have access to the Client Support Centre you can complete the complaints form on our website.

Contact Details for the Complaints Escalation Desk

Tel: 0844 579 0103
Fax: 0844 507 0030

Alternatively you can write to us at:

Complaints Escalation Desk
Ceridian
6th Floor, The Victoria
150-182 The Quays
Salford
Manchester
M50 3SP