Complaints Policy & Procedure

Complaints Policy & Procedure

Industrious Recruitment Ltd 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 Procedure

If you have a complaint, please contact the Senior Recruitment Consultant by phone by phone (01908 303714) in the first instance so that we can try to resolve your complaint informally.

At this stage, if you are not satisfied, please contact Mrs V Hayes. You can write to him/her at: Gloucester House, 399 Silbury Boulevard, Central Milton Keynes, MK9 2AH.

Next steps

  1. 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 working 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 acknowledgment letter and confirm what will happen next. You can expect to
    receive our acknowledgement letter within 2-5 working 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
    • 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. The Senior Consultant will then invite you to meet him/her to discuss and hopefully resolve your complaint. S/he
    will do this within 5 days of the end of our investigation.
  6. Within 2 days of the meeting the Senior Consultant will write to you to confirm what took place and any
    solutions s/he has agreed with you.

    • If you do not want a meeting or it is not possible, the Senior Consultant will send you a detailed reply
      to your complaint. This will include his/her suggestions for resolving the matter. S/he will do this
      within 5 days of completing his/her investigation.
  7. At this stage, if you are still not satisfied you can write to the REC, our trade association of which we are a
    member marked for the attention of 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.

NOTE:  In any event, we will comply with any statutory procedures that may relate to your complaint.

Agency Workers Regulations

The Agency Workers Regulations came into effect in England, Scotland and Wales on the 1st October 2011. The Regulations give agency workers the right to claim the same basic working and employment conditions they would receive if they were engaged directly by the client to do the same job; this is limited to conditions that relate to pay and working time. Agency workers are also entitled are also entitled to access facilities and amenities that client provides to its own workers and to be advised by a client of vacancies which arise in the client’s business.

In the event that a agency worker is unable to satisfactorily resolve her/his complaint through the Complaints Policy & Procedure the Agency Workers Regulations state “that if a qualifying agency worker does not receive equal treatment (basic working and employment conditions), then s/he can pursue a claim in an Employment Tribunal against either the agency or the client (or both)”.