Complaints Policy

(Effective from: 04 October 2025)

1. Purpose of This Policy

  • This policy explains how Konve Ltd, trading as FairHire, handles complaints about its services.
  • Our goal is to resolve any concerns quickly, fairly, and transparently, and to learn from feedback to continually improve.

2. Our Commitment

We take all complaints seriously and aim to:

  1. Treat every complainant with courtesy and respect.
  2. Handle complaints promptly and objectively.
  3. Provide clear explanations and outcomes.
  4. Keep your information confidential and comply with data protection law.
  5. Offer an escalation route and information about independent Alternative Dispute Resolution (ADR) options.

3. Scope

This policy covers:

  1. Complaints about the FairHire service, website, toolkits, or digital products.
  2. Conduct or service quality concerns relating to staff or representatives.

It does not cover:

  1. Legal disputes unrelated to our service.
  2. Attempts to obtain legal advice or representation, which FairHire does not provide.
  3. Issues already referred to or resolved by an ADR provider or court.

4. How to Make a Complaint

You can make a complaint by emailing complaints@konvepeople.com or by using the online form on konvepeople.com/contact.

Please include:

  1. Your full name and contact details.
  2. A clear description of the issue.
  3. Any relevant dates, order references, or evidence (e.g. emails or receipts).
  4. What outcome you would like to achieve.

We recommend submitting your complaint within 30 days of the issue arising.

5. Our Complaints Process

  1. Acknowledgement – We will confirm receipt of your complaint within 5 working days.
  2. Investigation – A senior member of staff will review your complaint objectively.
  3. Response – We aim to provide a full written response within 14 working days.
  4. Resolution – If you are satisfied, we will close the complaint and record the outcome.
  5. Escalation – If you are not satisfied, you can ask for a final internal review or seek external resolution (see below).

If we require more time to investigate, we will let you know and give a revised response date.

6. Possible Outcomes

Depending on the nature of your complaint, we may:

  1. Offer an apology and explanation.
  2. Provide additional information or clarification.
  3. Take corrective action to improve our processes.
  4. Offer a refund or partial refund (where appropriate and lawful).
  5. Reject the complaint with reasons if no fault is found.

7. Alternative Dispute Resolution (ADR)

  • If we are unable to resolve your complaint internally, we will inform you in writing and provide details of a certified Alternative Dispute Resolution (ADR) provider.
  • You can then choose to refer your complaint to that provider, who will act independently to try to resolve the dispute.
  • Konve Ltd is not obliged to participate in ADR but will consider doing so in good faith.
  • We will provide ADR contact details at that stage.

8. Data Protection

  • All complaint records are handled in accordance with our Privacy Policy.
  • Information is stored securely and retained for a minimum of two years after closure for audit purposes.

9. Continuous Improvement

  • We review complaints quarterly to identify trends, prevent recurrence, and improve the customer experience.
  • A summary of lessons learned will be recorded internally and reviewed by management.

© Konve Ltd. All rights reserved.

Last updated: 04/10/2025

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