Complaints Policy & Procedure

Complaints Policy

NonStop Recruitment 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 Kevin Smith, Managing Director.  You can write to him at: Mill House, 8 Mill Street, London SE1 2BA  info@nonstop-recruitment.com

He will assign the handling of your complaint to a senior manager not involved directly in the recruitment process, e.g. NonStop Recruitment’s Operations Manager responsible for legal and regulatory compliance, or the company’s Human Resources Manager.

Next steps

1.         We will send you a letter / email acknowledging your complaint and asking you to confirm or explain the details set out.  You can expect to receive our letter within 5 working days of us receiving your complaint.

2.         We will record your complaint in our central register within a working 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 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/s of staff who dealt with you to reply to your complaint within 5 working days of our request;
  • We will then examine the member/s of staff’s reply/replies 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.

5.         Having received a report from the person handling the complaint, Kevin Smith will then invite you to meet him to discuss and hopefully resolve your complaint.  He will do this within 5 working days of the end of our investigation.

6.         Within 2 working days of the meeting Kevin Smith will write to you to confirm what took place and any solutions he has agreed with you.

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

At this stage, if you are still not satisfied you can write to the REC, our trade association of which we are a member marked for the attention of the Professional Standards Team, REC, 15 Welbeck Street, London W1G 9XT. standards@rec.uk.com

You can also contact the Employment Agencies Standards Inspectorate at the Department for Business Enterprise & Regulatory Reform Tel. 0845 955 5105

http://www.berr.gov.uk/employment/employment-agencies/index.html  

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

NonStop Recruitment Ltd. Updated 2008