Complaints Policy

Complaints Policy

Express Recruitment ltd 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 your account manager or consultant by phone on 0115 924 0010 or in writing in the first instance so that we can try to resolve your complaint informally.

At this stage, if you are not satisfied, please contact our Admin Lead & PA to Directors – Claire Haywood by phone on 0115 924 0010 or by email at: Admin@express-recruitment.co.uk.

Next steps

1. We will send you a letter/email 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/email within 5 working days of us receiving your complaint.

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

3. We will acknowledge your reply to our acknowledgment letter/email and confirm what will happen next. You can expect to receive our acknowledgement letter within 5 working days of your reply.

4. 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 working 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 working days from receiving their reply.

4.1 If you are a temporary worker raising a complaint about matters arising at a client’s premises. We will take a fair and balanced approach to establish the facts in our investigation. In addition to the steps above, the process may include the following:

• Asking you (temporary worker) to provide a full written account of events.
• Requesting relevant information and witness statements from the client.
• Reviewing any available records such as rota, correspondence, or CCTV (where appropriate and lawful) etc.
• If the complaint involves allegations of discrimination, harassment, bullying, or health and safety concerns, we will treat these as priority matters.
• Where necessary to protect the worker, we may temporarily reassign you (where possible) or take other reasonable steps while the investigation is ongoing.

5. We will then invite you to meet the investigating manager to discuss and hopefully resolve your complaint. We will do this within 5 working days of the end of our investigation. You have the statutory right to be accompanied by a colleague or trade union representative at this meeting.

6. Within 2 working days of the meeting the investigating manager will write to you to confirm what took place and any solutions they have agreed with you.

• If you do not want a meeting or it is not possible, we will send you a detailed reply to your complaint. This will include our suggestions for resolving the matter. We will do this within 5 working days of completing investigation

Appeal

7. At this stage, if you are still not satisfied you can write to us again. Managing Director of the company will review the decision within 10 working days.

8. We will let you know of the outcome of this review within 5 working 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 contact the Employment Agencies Standards Inspectorate at the Department for Business and Trade, or the REC, the industry trade association, of which we are a member by writing to the Consultancy and Compliance Team, REC, 20 Queen Elizabeth Street, London, SE1 2LS.

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

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