Complaints Policy

Bryony Gibson Consulting is committed to providing a high-level service to our customers. If you do not receive satisfaction from us we need you to tell us about it. This will help us to improve our standards.

Complaints Procedure

If you have a complaint, please contact Bryony Gibson by phone on +44 (0)191 375 9983 in the first instance so that we can try to resolve your complaint informally.

If you have a complaint about Bryony Gibson Consulting’s handling of your personal data, or the data of an individual you represent, you can raise a complaint under this Procedure. We will acknowledge any data related complaints within 30 days of receiving them. We will investigate data relating complaints in line with this procedure and aim to provide an outcome without undue delay.

At this stage, if you are not satisfied please contact us in writing, to: Bryony Gibson Consulting, Clavering House, Clavering Place, Newcastle upon Tyne, NE1 3NG.

Next Steps:

  • We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within 5 days of us receiving your complaint.

  • We will record your complaint in our database / central register within a day of having received it.

  • After we acknowledge your letter, we will confirm what will happen next. You can expect to receive our letter within 5 days of your initial acknowledgement.

  • We will then start to investigate your complaint. This will normally involve the following steps:

    • We may ask the member of staff who dealt with you to reply to your complaint within 5 days of our request.

    • We will then examine the member of staff’s reply and the information you have provided for us. If necessary we may ask you to speak to them. This will take up to 4 days from receiving their reply.

  • Bryony Gibson, director of Bryony Gibson Consulting, will then invite you to meet with her to discuss and hopefully resolve your complaint. She will do this within 5 days of the end of our investigation.

  • Within 2 days of the meeting, Bryony Gibson will write to you to confirm what took place and any solutions she has agreed with you.

  • At this stage, if you are still not satisfied, you can write to us again, and Steven Gibson will review Bryony’s decision within 10 days.

  • We will let you know of the outcome of this review within 5 days of the end of the review. We will write to you confirming our final position on your complaint and explaining our reasons. If you are still not satisfied you can write to the REC, our trade association of which we are a member marked for the attention of the Consultancy and Compliance Team, REC, 20 Queen Elizabeth Street, London, SE1 2LS, or you can contact the Fair Work Agency, which is the government authority responsible for the enforcement of certain agency worker rights, by calling 0345 161 6000.

  • If we have to change any of the time scales above, we will let you know and explain why.

    In any event, we will comply with any statutory procedures that may relate to your complaint.

This policy was updated on 1 January 2026.