121 Recruitment Services: Complaints Policy
At 121 Recruitment Services Ltd, we pride ourselves on delivering exceptional service to our Clients and Workers. We are delighted that most are very satisfied with the service they receive. To ensure we continue to excel, we welcome feedback and encourage Clients and Workers to share their compliments, comments, or complaints about our recruitment services. We want to hear from you!
1. If you wish to provide feedback about 121 Recruitment Services, you can contact us through the following:
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Post: 121 Recruitment Services Ltd, Room 5, Building 940, Popjak Road, Kent Science Park, Sittingbourne, Kent, ME9 8PS
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If you are unable to submit feedback in writing due to a disability or other reason, please call us directly on 01795 606200.
2. All comments and compliments are recorded centrally and forwarded to the relevant team. Compliments are also shared with the staff member involved and copied to their manager. We aim to acknowledge all comments and compliments within 10 working days of receipt.
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3. Complaints are recorded centrally and referred to a senior manager for resolution. We strive to respond to complaints within 10 working days of receipt. Complaints must be submitted within six months of the incident or, for conciliation cases, six months from when the case was closed.
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4. The complaints procedure ensures Clients and Workers who are dissatisfied have their concerns addressed. However, we reserve the right to cease correspondence in cases where complaints are abusive, threatening, or repetitive.
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5. If you are not satisfied with the response to your complaint, you may appeal to the Director of 121 Recruitment Services at the address provided in paragraph 1. Appeals must be made within one month of receiving the initial response, including reasons for the appeal. This is the final step unless new information arises.
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6. Complaints records are retained for two years and then securely destroyed.
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Conciliation cases are considered closed when the EC certificate is issued, formal settlement is reached, the ET claim is withdrawn, or a tribunal hearing is concluded.