Complaints Policy

Complaints Policy

Complaints Policy

Your World Recruitment Group is committed to providing a high-level service to our customers. To Ensure this we actively listen to our customers and we take complaints against our organization seriously.

If you do not receive satisfaction from us we need you to tell us about it. This will help us to improve our standards.

Integrity and a consideration for human rights and ethical practice is at the forefront of our vision and values. This policy details our commitment to the Anti-Slavery Act 2015.

Complaints Procedure

If you have a complaint, please contact Sam Lea, Group HR Manager, by phone on 0207 220 0811 in the first instance so that we can try to resolve your complaint informally.

At this stage, if you are not satisfied and wish to formally raise a complaint, please put this in writing and send to [email protected] or via post at:

FAO Human Resources

Your World Recruitment Group Broadgate Tower

20 Primrose Street London, EC2A 2EW

Please include details about who was involved, when the incident occurred, and any other relevant details that led to your complaint. Please also tell us what your ideal out come would be.

Next steps

  • We will send you a letter 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 within 5 days of us receiving your complaint
  • We will record your complaint in our central register within a day of having received it
  • 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 days of your reply.
  • 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
  • A member of our Senior Management Team will then invite you to meet them to discuss and hopefully resolve your complaint. They will do this within 5 days of the end of our investigation.
  • Within 2 days of the meeting we will write to you to confirm what took place and any solutions that we agreed with you
    • If you do not want a meeting or it is not possible, we will send you a detailed reply toyour complaint. This will include our suggestions for resolving the matter. We will do this within 5 days of completing our investigation
  • At this stage, if you are still not satisfied you can escalate the complaint to [email protected] where the previous decision will be reviewed by the Managing Director within 10 days.
  • 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, 1st 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. Inany event, we will comply with any statutory procedures that may relate to your complaint