Complaints Policy

At Frossell Recruitment, we strive to provide exceptional service to our clients and candidates. However, we understand that sometimes issues may arise, and we are committed to addressing complaints in a fair, transparent, and timely manner. This Complaints Policy outlines the process for submitting and resolving complaints with our agency.

1. Types of Complaints Covered:

a. **Client Complaints:** Any dissatisfaction expressed by our clients regarding our recruitment services, communication, or interactions.

b. **Candidate Complaints:** Any concerns raised by candidates regarding our recruitment processes, treatment, or representation.

2. Submission of Complaints:

a. **Method:** Complaints can be submitted in writing via email, postal mail, or through our website’s contact form. Alternatively, complaints can be made verbally by contacting our office directly.

b. **Information Required:** To facilitate the resolution process, complainants should provide their name, contact information, nature of the complaint, and any relevant details or documentation.

3. Complaint Handling Process:

a. **Acknowledgment:** Upon receiving a complaint, we will promptly acknowledge receipt and provide an estimated timeframe for resolution.

b. **Investigation:** Our team will thoroughly investigate the complaint, gathering relevant information and consulting with involved parties if necessary.

c. **Resolution:** We will strive to resolve the complaint as quickly and fairly as possible. This may involve corrective actions, apologies, or other appropriate measures to address the issue.

d. **Communication:** Throughout the process, we will maintain open communication with the complainant, providing updates on the status of the investigation and resolution efforts.

4. Escalation Procedure:

a. **Internal Review:** If a complainant is dissatisfied with the initial resolution, they may request a review by a senior member of our management team.

b. **External Resolution:** If the complaint remains unresolved, complainants may seek further recourse through relevant external agencies or regulatory bodies.

5. Confidentiality and Privacy:

All complaints will be handled with the utmost confidentiality and privacy. Personal information provided in the complaint will only be used for the purpose of investigating and resolving the issue.

6. Non-Retaliation:

Frossell Recruitment prohibits retaliation against any individual who submits a complaint in good faith. We are committed to fostering an environment where concerns can be raised without fear of reprisal.

7. Continuous Improvement:

We view complaints as opportunities for improvement and will use feedback from complaints to enhance our processes, policies, and service delivery.

8. Contact Information:

If you have a complaint or concern, please contact us at:

Frossell Recruitment

info@frossellrecruitment.co.uk

01908 229570

9. Review and Update:

This Complaints Policy will be reviewed regularly to ensure its effectiveness and compliance with applicable laws and regulations.

Last updated: 5th April 2024