Company: REAGENT Recruitment Ltd

Document: Complaints Policy and Procedure

Version: 1

Complaints Policy

At REAGENT Recruitment Ltd, we are dedicated to delivering a superior level of service to our clients. If for any reason you are dissatisfied with our service, we encourage you to bring it to our attention. Your feedback is invaluable in helping us enhance our standards.

Complaints Procedure

Should you have a complaint, please initially reach out to (name inserted here) (Director) by phone at (our telephone number inserted here). We aim to address your concerns informally at this stage. If you remain unsatisfied, please contact (name inserted here) (Director) at the following address: (address inserted here).

Next Steps

• Acknowledgment: Within 5 days of receiving your complaint, we will send you a letter acknowledging it. This letter will request confirmation or elaboration on the details provided and will include the name of the person handling your complaint.
• Recording: Your complaint will be promptly recorded in our central register within one day of receipt.
• Further Communication: Upon receipt of your reply to our acknowledgment letter, we will confirm the subsequent steps within 5 days.

Investigation: We will initiate an investigation into your complaint, typically involving the following steps:

1. 
   Requesting a response from the staff member involved within 5 days.

• b. Reviewing the staff member’s response and the information provided by you. If necessary, we may request further dialogue with you, which will occur within 4 days of receiving the staff member’s reply.
• Resolution Meeting: (name inserted here)  will invite you to a meeting to discuss and hopefully resolve your complaint within 5 days of completing our investigation.
• Confirmation: Within 2 days of the meeting, Daniel Puttick will provide written confirmation of the discussion and any agreed-upon solutions.
  If a meeting is not desired or feasible, (name inserted here)  will send you a detailed written response within 5 days of concluding the investigation, outlining proposed resolutions.
• Escalation: If you remain dissatisfied at this stage, you have the option to escalate your complaint to the REC, our trade association, marked for the attention of the Consultancy and Compliance Team at the following address: (address inserted here).
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Any adjustments to the outlined timeframes will be communicated to you promptly, along with an explanation for the changes.