Heroes Quality and Client Care Commitment

Heroes take pride in everything we do. The reputation and success of our business is dependant on the quality and conduct of the people who represent us – our Heroes. Despite the fact that every Hero is a successful individual in their own right we make it our business to ensure that they perform to the level and standard that you expect.

Responsibility

Whilst we cannot be directly responsible for the advice and direction given to you by our Heroes, we are on hand at the start of the project to oversee the development of a detailed proposal and we undertake that a Director of Heroes will keep in contact with you throughout the life of the assignment. If at any stage you are uncomfortable with any aspect of the implementation of the project we are on hand to assist.

Quality Assurance

We are confident that you will be extremely happy with your dealings with Heroes. We aim to provide exceptional people to inspire you and deliver against targets. However if you have any concerns or questions about the way our Heroes have carried out the assignment please contact your appointed Heroes director to discuss them.

We will make every effort to ensure that:

• We return your telephone calls as soon as possible, and unless there are exceptional circumstances, to respond within the day.
• We deal with all correspondence and respond appropriately
• We make ourselves available to meet with you promptly
• We monitor the progress of your project and inform you if we believe any adjustment to timescales or budget will be necessary.
• We create an invoice schedule at the start of an assignment and invoice as per the schedule unless there are exceptional circumstances.

Project Outcome

We are passionate about matching Heroes and clients to their mutual benefit. We take a pro-active approach in helping our Heroes deliver excellent results and value all feedback in helping us achieve that aim. At the conclusion of your assignment we will be in touch with you to assess your level of satisfaction.

Complaints Procedure

We value your instruction and will take every reasonable step to ensure that you are happy with the service provided by our Heroes. We hope that you never feel the need to raise a complaint. If, however you feel unhappy with any aspect of our service and this is not being addressed to your satisfaction with your Hero please contact Sue Francis, Director.