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COMPLAINTS POLICY AND PROCEDURE

COMPLAINTS POLICY

Stillmuchtoooffer 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 us.

NEXT STEPS

1. We will send you an e-mail 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 e-mail within 3 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 and confirm what will happen next. You can expect to receive our acknowledgement letter within 3 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 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 her/him. This will take up to 4 days from receiving their reply.
5. You will then be invited to telephone him/her to discuss and hopefully resolve your complaint. S/he will do this within 5 days of the end of our investigation.
6. Within 2 days of the telephone call we will write to you to confirm what took place and any solutions s/he has agreed with you.
If you do not want a telephone call then we will send you a detailed reply to your complaint. This will include her/his suggestions for resolving the matter. S/he will do this within 5 days of completing her/his investigation.
7. At this stage, if you are still not satisfied you can write to us again. The Managing Director of the company will review the decision within 10 days.
8. If you are still not satisfied then write to the Recruitment and Employment Confederation, our trade association of which we are a member marked for the attention of the Professional Standards Manager, REC, 15 Welbeck Street, London, W1G 9XT.
9. The REC will let you know of the outcome of this review within 5 days of the end of the review. The REC 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 Office at the Department of Trade and Industry.