Complaints Policy
We hope that you never have any reason to complain about our service, however if you do the following will explain how to:When should I complain?
We all like to help, so you should first try to sort out any problem at the earliest opportunity by speaking to the person who dealt with you. If they cannot help or you wish to speak to someone else, you can ask to speak to the manager in charge of that department/office. If this is not possible, or if you are not satisfied with the help provided by the manager, please send a written complaint.
You should complain in writing, normally within one month of the event you are complaining about.
Where should I send my complaint or comment?
Please email or write in the first instance to:
Gordon Adam, Managing Director
Head Resourcing Ltd
2 Manor Place, Edinburgh, EH3 7DD
If I write in, what details do I have to give?
When you contact us, please give us: Your full name, full address and a daytime telephone number:
- a full description of your complaint, including dates and times;
- any names of the people you have dealt with so far;
- copies of any papers or letters to do with the complaint
What will happen to my complaint?
Depending on the nature of the complaint, Gordon Adam may investigate it personally, or pass it on to another member of the management team. We will acknowledge receipt of your complaint within 2 working days, letting you know who is investigating your complaint. We aim to investigate the complaint within 5 working days. If your complaint is more complex, or involves people who are not available at the time, we may extend this to 10 working days. We may contact you within this period to seek further information or clarification and we may recommend a meeting. At the end of the investigation we shall write/email to inform you of our decision.
What happens if my complaint is upheld?
If any part of your complaint is upheld Head Resourcing will apologise and aim to improve the service - for example, by reviewing procedures or arranging for staff training. In extreme circumstances, disciplinary procedures may be exercised.
What if I am not happy with the reply?
You should write back to Gordon Adam who will ensure your complaint and our response is reviewed. If appropriate the matter will be passed to the Recruitment and Employment Confederation (REC), the governing organisation for the regulation of the Recruitment Industry.
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