Complaints Policy and Procedure

Complaints Policy and Procedure 2019-08-16T09:09:35+00:00

Complaints Procedure

At Clements Grey, we are passionate about Engineering and IT recruitment. We pride ourselves on the service we provide our clients and candidates, and getting things done in the right way. We are committed to listening and acknowledging concerns and putting things right where appropriate.

The purpose of this Complaints Policy is to outline how to approach us if you have been unhappy with any aspect of our service either as a client or a candidate during a recruitment campaign.

We take all complaints seriously and will ensure that they are dealt with sensitively, fairly and thoroughly, in the strictest confidence.

When Should I Make My Complaint?

A complaint should be made as soon as possible when the issues are still fresh in everyone’s minds; the later the complaint is made, the more difficult it will be to investigate. Formal complaints must be made within 3 months of the event.

How to make a Complaint

Our complaint process has three stages:

Stage 1

In the first instance, we ask that your complaint is raised with your Clements Grey recruitment consultant. It is important that they are aware of your concerns and given the opportunity to put things right.

Your complaint should be put in writing, giving specific details of your concerns. It would be helpful if you can include details of anyone who can provide relevant evidence relating to your complaint. Help us understand if you have any particular communication needs, for example if you have a disability which impacts on your ability to communicate or if you require assistance.

The recruitment consultant will provide you a full response within 5-10 working days of receipt of the complaint.  We are committed to trying to resolve complaints as quickly as possible, therefore, in straightforward complaints it may be possible to respond within a few days.

Stage 2

Complaints that are complex or require information to be obtained from third parties will be referred to the local office manager for consideration. We would expect complaints about your recruitment consultant to fall under this category.

In these types of complaints we will need to share the details of your complaint with the person or people who you have complained about, so that we can take account of the views of everyone involved. If we also need more information from you, we will let you know.

Again we would endeavor to provide a full response within 20 working days of receipt of the complaint. However if the complexity of the complaint makes this unfeasible we will contact you and provide a revised estimate of how long it will take us to respond in full.

Once we have concluded our investigation we will let you know what we have found and explain the conclusions we have drawn. Our final reply will:

  • Summarise your complaint
  • Address the points you have raised
  • Say what the outcome is including whether your complaint is upheld, not upheld or partly upheld
  • If appropriate, explain what measures are being taken in response to your complaint
  • Give you details about how you can take the matter further if you are not happy with the outcome or the way in which the complaint has been handled.

Stage 3

If you are not happy with the response you have received at stage 1 or 2 of the complaints process you can write to Managing Director, they will respond to you within 20 working days, their decision will be final.

Lets Chat!

We’d love to talk to you! If you have any questions or enquiries, don’t hesitate to send us a message using our contact form, or pick up the phone and give us a call. We’d love to discuss how we may be able to work together.