Complaints Procedure

 COMPLAINTS PROCEDURE

1.       PURPOSE

 

Contracts Support Services Limited is committed to providing a high level of service to its customers and temporary staff.  If you do not receive satisfaction from us we need you to tell us about it. This will help us to improve our standards.  This document details the procedure to follow if you wish to make a complaint against CSS.

 

2.      SCOPE

 

This procedure relates to all complaints against CSS whether by permanent and temporary staff, and customers.

 

3.      DEFINITIONS

 

None

 

4.      REFERENCES

 

4.1.   Contracts Support Services Limited Quality Manual.

 

5.      ASSOCIATED DOCUMENTS

 

None.

 

6.      PROCEDURE

 

6.1.      If you have a complaint, it must be made in writing to:

 

Stephen Gleeson,

Director,

CSS Recruitment Services,

Charles Leeks House,

7 Coggeshall Road,

Braintree,

Essex

CM7 9DB

 

(Note: if you are a member of staff and English is not your first language then please ask your CSS supervisor to write your complaint for you);

 

6.2.      On receipt of your letter, we will send you, by return, a letter/fax (as appropriate) acknowledging receipt of your complaint, that it is being investigated and that we will respond to you within 7 working days;

 

6.3.      We will record your complaint in our central register on the day we receive it;

 

6.4.      You will be contacted 5 working days after our first acknowledgement letter and we will confirm what will happen next;

 

6.5.      We will immediately start to investigate your complaint. This will normally involve the following steps;

 

·        If the complaint relates to another member of staff, we may ask that member of staff to reply to your complaint;

 

·        We will then examine the member of staff’s reply and the information you have provided for us;

 

6.6.      The person investigating the complaint will report their findings and any recommendations to their manager for consideration within 3 days of receipt of the complaint;

 

6.7.      This report will then be passed to our Head Office for final consideration and a recommended solution provided within 5 working days of receipt of the complaint;

 

6.8.      You will be contacted by phone and informed of the solution and this will be confirmed to you in writing within 7 days of receipt of the complaint;

 

6.9.      At this stage, if you are still not satisfied you can write to The Managing Director at the address given in paragraph 6.1. above. He will let you know the outcome of his review within 5 working days. We will write to you confirming our final position on your complaint and explaining our reasons;

 

6.10.    If you are still not satisfied, you can contact the Employment Agencies Standards Office at the Department of Trade and Industry or the REC, the industry trade association, of which we are a member, in writing to the Professional Standards Manager, REC, 36-38 Mortimer Street, London  W1W 7RG.

 

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

 

 7.      Any suggested improvements or modifications to this procedure are to be passed on to the Support Services Manager for discussion at the next Management Review meeting.