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Complaints Procedure


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.


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




4.1. Contracts Support Services Limited Quality Manual.


QF-504-A0 – Complaints Central Log


6.1. If you have a complaint, please contact the divisional manager by phone on 01376 330700 in the first instance so that we can try to resolve your complaint informally.

6.2 At this stage, if you are not satisfied please contact Linda Miller, Chief Executive. You can write to her at:

CSS Recruitment & Training,

CSS House,

10 - 12 Manor Street,




(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);

6.3. 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 2-5 days of us receiving your complaint.

6.4. We will record your complaint in our central register QF-504-A0 within a day of receiving it;

6.5. We will immediately 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.

  • This report will then be passed to our Head Office for final consideration and a recommended solution.

6.6. The person investigating the complaint will then invite you to meet with them to discuss and hopefully resolve your complaint. They will do this within 5 days of the end of our investigation.

6.7. Within 2 days of the meeting the person investigating the complaint will write to you to confirm what took place and any solutions they have agreed with you.

6.8. If you do not want a meeting or it is not possible, the person dealing with your complaint will send you a detailed reply to your complaint. This will include their suggestions for resolving the matter. They will do this within 5 days of completing their investigation.

6.9. At this stage, if you are still not satisfied and wish to appeal you can write us again. Another Director of the company will review the decision within 10 days. We will let you know 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. A date will be placed in central register (QF-504-A0) confirming completion of complaint.

6.10. 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, 20 Queen Elizabeth St, London SE1 2LS.

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 Quality Control Manager for discussion at the next Management Review meeting.