This policy outlines Papillon HR Limited’s (“we” “our” “the Company”) fair usage guidelines where unlimited telephone and email services are offered to customers.
The purpose of the telephone and email service is to obtain quick checks or second opinions. It will comprise of assistance only and no letters or other documents will be provided as part of it.
Any advice provided will not offer in depth help on complex issues, provide ongoing advice on particular situations and is not in place to substitute any retained or contracted hours already in place.
Any client understands that our resources are not unlimited and further agrees that where we reasonably judge the support required by a particular Client to be consistently excessive (and our experience indicates to us that it will continue to be so) we will:
a. in the initial instance contact the Client to explore ways in which to reduce the support burden (and provide reasonable time for these measures to take affect); and then if necessary
b. encompass any excessive time into contracted or retained hours; or
c. agree with the Client an adjustment to subsequent fees.
If a Client has reason to feel aggrieved at actions taken or proposed by us under this policy they may submit a written complaint to us at hello@papillonhr.co.uk. The complaint will normally be investigated within 28 days of receipt and a response issues to the complainant within a further 14 days of the conclusion of the investigation of the complaint.