1.

We will send you a letter/email acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter/email within 2-5 days of us receiving your complaint.

2.

We will record your complaint in our central register within a day of having received it.

3.

We will acknowledge your reply to our acknowledgement letter and confirm what will happen next. You can expect to receive our acknowledgement letter within 2-5 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 of staff who dealt with you to reply to your complaint within 5 days of our request
• We will then examine the member of staff’s reply and the information you have provided for us. If necessary we may ask you to speak to them. This will take up to 4 days from receiving their reply

5.

Nicola Cook may invite you to meet her to discuss and hopefully resolve your complaint. She will do this within 5 days of the end of our investigation.

6.

Within 2 days of the meeting, Nicola Cook will write to you to confirm what took place and any solutions she has agreed with you.

• If you do not want a meeting or it is not possible, Nicola Cook will send you a detailed reply to your complaint. This will include his suggestions for resolving the matter. She will do this within 5 days of completing her investigation.

7.

At this stage, if you are not satisfied, please contact Katie Feehan, Head of QA & Compliance via email to katie.feehan@csltd.org.uk who will review Nicola Cook's decision within 10 days.

8

If the outcome of this decision is not to your satisfaction, please contact Helen Lock, Director. You can write to her at: Commercial Services Group,  1 Abbey Wood Road, Kings Hill, West Malling Kent ME19 4YT. Or alternatively, email : helen.lock@csltd.org.uk 

9.

We will let you know of the outcome of this review within 5 days of the end of the review. We will write to you confirming our final position on your complaint and explaining our reasons. If you are still not satisfied, you can contact the Employment Agencies Standards Inspectorate at the Department for Business Innovation and Skills or the REC, the industry trade association of which we are a member, by writing to the Consultancy and Compliance Team, REC, Dorset House, 1^st Floor, 27 - 45 Stamford Street, London, SE1 9NT.If we have to change any of the time scales above, we will let you know and explain why.

10.  

Agency Workers Regulations (AWR) – if you have a complaint regarding AWR, please contact Nicola Cook by phone on 01256 593721, in the first instance so that we can try to resolve your complaint informally.