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Headspring Complaints Procedure

General

Headspring will use reasonable endeavours to resolve all complaints received in connection with the services it provides fairly, promptly and confidentially in accordance with this Complaints Procedure.

Headspring reserves the right not to address complaints that have not been submitted in accordance with this Complaints Procedure.

Submitting a Complaint

If you have a complaint regarding any service provided by Headspring, you must submit your complaint using our online complaints portal hosted on Factorial:

https://headspring.factorialhr.com/complaints

Headspring accepts both identified and anonymous complaints through its complaints portal. While anonymous submissions will be reviewed and investigated where possible, providing contact details may assist us in conducting a thorough investigation and communicating the outcome of our review.

To assist us in investigating your complaint, please provide:

  • Your full name and contact details, unless you wish to submit the complaint anonymously.
  • Your preferred email address for correspondence, where applicable.
  • Details of your complaint.
  • Any supporting information or documentation relevant to the matter.

Initial Review

The Headspring Complaints Team will acknowledge receipt of your complaint within 5 working days. Where contact details have been provided, the Headspring Complaints Team may contact you to request further information where necessary to investigate the matter fully.

Failure to provide requested information may result in delays in Headspring’s ability to investigate or respond to your complaint.

The Headspring Complaints Team will provide a formal response within 20 working days of receiving your complaint. If additional time is required, we will notify you, explain the reason for the delay and provide an updated timeframe for our response. Where a complaint has been submitted anonymously, Headspring may be unable to acknowledge receipt, request further information or communicate the outcome directly.

Escalation

If you are dissatisfied with the outcome of the initial review, you may request that your complaint be escalated for further consideration within 10 working days of receiving our response.

Escalation requests should be submitted through the same complaint’s portal, clearly stating that the submission is an escalation of a previously submitted complaint:

https://headspring.factorialhr.com/complaints

Escalated complaints will be reviewed by an appropriate senior member of Headspring who was not directly involved in the original review, wherever practicable.

Headspring will provide a formal response to the escalated complaint within 20 working days of receiving the escalation request. If additional time is required, we will notify you, explain the reason for the delay and provide an updated timeframe for our response.

Arbitration

If you remain dissatisfied following completion of the complaints and escalation process, the appropriate forum for resolving any claim arising under or in connection with the agreement will depend on the jurisdiction in which the type and matter arises and the applicable contractual terms. Unless otherwise stated in the relevant agreement, the matter will be directed to the applicable forum:

  • United Kingdom / London: the London Court of International Arbitration, in accordance with its applicable arbitration rules.
  • Spain: the Social Courts of Madrid (Juzgados y Tribunales de lo Social de Madrid), where applicable to employment-related matters in Spain.
  • Any other legal court/institution applicable under the regional requirements.

Headspring and the person bringing the action agree that the decision of the arbitrator shall be final and binding on the parties, and the parties will take such action as is necessary to comply with the arbitrator’s decision promptly.

Records and Confidentiality

Headspring will maintain a full and accurate record of each complaint received, together with the outcome, for a minimum period of 10 years from the date of the final decision.

Complaint records and supporting information will be kept secure and confidential and will be destroyed securely following expiry of the applicable retention period, unless a longer period is required by law.