Healthier Business Group / The Compliance Experts — poor complaint handling after DPD failure

Nardge

I am posting this about Healthier Business Group, also operating / appearing publicly as Healthier Business, Healthier Business UK Ltd, HB Group / HB Compliance, The Compliance Experts, Carlin Associates Ltd, and The Direct Training Academy / TDTA.

My experience was extremely poor complaint handling, made worse by the conduct of Declan Henry.

This was not a complicated issue.

Healthier Business Group chose DPD to deliver a parcel to my home address. DPD then failed to deliver it properly and later admitted in writing that the driver attended the wrong location, that the delivery failed, and that they accepted responsibility for the service failure.

The facts were therefore clear.

My request to Healthier Business Group was limited to asking them, as the contracting party, to lean on DPD to seek a modest and proportionate resolution.

Yet despite their own courier formally accepting fault, Healthier Business Group still refused to take any meaningful ownership of the problem or make any real effort to put matters right. I was left to deal with the consequences myself, including having to personally collect the parcel at my own inconvenience and expense.

What followed was the most revealing part of the experience.

Instead of behaving like a professional company interested in resolving an admitted failure within its own fulfilment chain, Healthier Business Group chose to hide behind contractual wording, distance itself from the problem, and shut the matter down as aggressively as possible.

Declan Henry’s handling of this was particularly poor and reflected badly on the company.

He issued what was described as a “final position” on behalf of Healthier Business Group and took it upon himself to close the matter down in a manner that was dismissive, procedurally weak, and plainly uninterested in fairness or proper review.

Most notably, I had expressly stated that contemporaneous evidence existed contradicting assumptions being relied upon in the handling. That evidence was neither requested nor reviewed before the complaint was effectively closed. Despite that, Declan Henry still saw fit to issue a confident “final” response as though the matter had been properly examined.

That is not competent complaint handling. It is not good judgment. And it is certainly not the sort of conduct I would expect from someone speaking with apparent authority on behalf of a company.

The overall impression left by Healthier Business Group was very poor: take the customer’s money, outsource part of the service, and if something goes wrong, close ranks, avoid ownership, and hope the customer gives up.

If everything goes smoothly, perhaps you will never see this side of the company. But if something goes wrong, my experience suggests you may find yourself dealing with a business far more interested in shutting complaints down than in resolving them properly.

A very poor reflection on Healthier Business Group, Healthier Business UK Ltd, The Compliance Experts, and the standard of people they allow to issue “final positions” in their name.

Has anyone else had similar experiences with Healthier Business Group / The Compliance Experts?