Automatic Data Processing (ADP) aims to delight its clients; however we do know that sometimes things don’t go according to plan. In these instances ADP is committed to dealing effectively with any complaints you may have about our service. If we get something wrong, we will apologise and where possible we will try to put things right. We also aim to learn from our mistakes and use the information we gain to improve our services and products.
When to use this policy
When you complain to us, we will respond in the way we explain below. Sometimes, you might be concerned about matters that are not decided by us (for example HMRC processes or legislation) and we will then advise you about how to make your concerns known.
If possible, we believe it is best to deal with things as soon as possible and in the easiest and most direct way. If you have an issue, raise it with your day to day ADP representative(s). They will try to resolve it for you there and then. However, they may need time to look into it in full. If you have a complaint about the person you are dealing with, and do not wish to raise a formal complaint, you can request to speak to their Manager, or contact their Manager directly.
You also have the option to formally complain. As well as the below listed ways to make a complaint, if you report an issue to your ADP representative, they may ask if you would like to raise a formal complaint. Alternatively you can also request them to treat the issue as a formal complaint from the outset.
How to complain
You can make a complaint in any of the ways below:
- You can raise a service request via the E-service portal, selecting the category ‘Feedback’ and the sub-category ‘Complaint’
- In person e.g. during a meeting with an ADP representative
- By phone using the number of the ADP team or representative you speak to on a day to day basis
- Adding a comment on the NPS survey
What should you include in your complaint:
- Please state:
o Your name
o The company name and/or payroll number
- Briefly describe what your complaint is about, stating relevant dates and times, if applicable
- List your specific concerns starting with the most important concern
- Be clear about what you are hoping to achieve (for example an apology, explanation, etc.)
- It will assist us if extra information and/or copies of relevant documents are attached to your complaint.
Dealing with your formal complaint
We will formally acknowledge your complaint within one working day of receiving your complaint, and let you know how we intend to deal with it.
We will respond to any complaints affecting or relating to Payroll Disbursement Services within 15 working days after the day on which we’ve received your complaint. We may take longer to respond if there are exceptional circumstances beyond our control. We will however keep you updated, advise of the reasons for the delay and resolve your complaint within 35 working days. For any complaints which do not relate to, or impact Payroll Disbursement Services, we will respond to your complaint within 8 weeks from the date it was received, although we will normally be able to resolve concerns much earlier. If there is an instance where we are unable to respond within 8 weeks, we will contact you with an update.
We will deal with your complaint in an open and honest way. We will make sure that your interactions with us in the future do not suffer just because you have made a complaint. If you are making a complaint on behalf of somebody else, we will need their agreement to you acting on their behalf. We will only be able to discuss sensitive or confidential information with an approved contact so please ensure you have the relevant authorization prior to raising a complaint with us, otherwise this may delay our investigations.
Investigating your complaint
We will tell you who we have asked to investigate your complaint. The person who is investigating your concerns will aim first to establish the facts. The extent of this investigation will depend on how complex and how serious the issues you have raised are. When investigating your complaint, we will look at relevant evidence e.g. communication you have had with us. Where necessary we will carry out a full root cause analysis and confirm our findings back to you, with any applicable preventative actions that we have found as a result of the complaint.
If we assess your complaint and consider it not to be a complaint, we will advise you of this and refer it back to the relevant department - usually your first point of contact - who will then handle the communication as required.
Learning from your complaint
We take your complaints seriously and try to learn from any mistakes we have made. Our senior management team reviews a summary of all complaints on a regular basis as well as details of any serious complaints.
Where there is a need for change, we will develop an action plan setting out what we will do, who will do it and when we plan to do it by.
What we expect from you
In times of concern or distress, some people may act out of character. There may have been upsetting or distressing circumstances leading up to a complaint. We do not view behaviour as unacceptable just because someone is forceful or determined. We believe that all complainants have the right to be heard, understood and respected. However, we also consider that our staff have the same rights. We, therefore, expect you to be polite and courteous in your dealings with us. We will not tolerate aggressive or abusive behaviour, unreasonable demands or unreasonable persistence.
Referring your complaint to the Financial Ombudsman Service (FOS)
If you are dissatisfied with the progress of the investigation or our response to complaints regarding our Payment Disbursement Service, you may be able to refer your complaint to the Financial Ombudsman Service.
The address of the Financial Ombudsman Service is:
The Financial Ombudsman Service
Contact FOS by telephone 0300 123 9 123 or 0800 023 4567
Monday to Friday – 8am to 8pm; Saturday – 9am to 1pm
or email firstname.lastname@example.org
Further information is available regarding the FOS at http://www.financial-ombudsman.org.uk