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Complaints Policy

Connect Appointments 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 and Whistleblowing Procedure

If you have a complaint in regards to either your interactions with your hiring branch or the site of your employment, please contact Mr William Sim, Managing Director. You can write to him at: Connect Appointments, 200 Bath Street, Glasgow, G2 4HG.

Next steps:

  1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the details sent. We will also let you know the name of the person who will be dealing with your complaint.
  2. We will record your complaint in our central register within a day of having received
  3. We will acknowledge your reply to our acknowledgment letter and confirm what will happen
  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.
  1. Mr William Sim will then invite you to meet the most appropriate member of staff to discuss and hopefully resolve your complaint. This may be Mr Sim himself or your local Branch Manager.

They will do this within 5 days of completing our investigation.

  1. Within 2 days of the meeting you will receive a written record to confirm what took place and any solutions they have agreed with you.

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

  1. At this stage, if you are still not satisfied you can write to us again. To ensure impartiality, another Director of the company will review Mr William Sim’s decision within 10 working days.
  2. 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 & Trade or the REC, the industry trade association of which we are a member, by writing to the Professional Standards Team, REC, 20 Queen Elizabeth Street, London, SE1 2LS.

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

Review period: Annual