Recruit4staff (Wrexham) Ltd, Recruit4staff (NW) Ltd and Recruitment Agency Support Ltd are 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 Paul Stevens by phone 01978 788007 in the first instance, who will treat the matter with complete confidence and confidentiality, so we can try to resolve your complaint informally.

At this stage, if you are not satisfied, please contact Dave Antrobus. You can write to him at: Recruit4staff, Richmond House, Sandpiper Court, Chester Business Park, Chester, CH4 9QZ, or alternatively, you can email complaints@recruit4staff.co.uk

Next steps

We will send you a letter acknowledging your complaint and asking you to confirm or provide further details as needed. We will also inform you of the name of the person who will be handling your complaint. You can expect to receive our letter within 5 days of us receiving your complaint.

• We will record your complaint in our central register within one day of receiving it.
• We will acknowledge your response to our acknowledgement letter and confirm the next steps. You can expect to receive our acknowledgement letter within 5 days of your reply.
• We will then start to investigate your complaint. This will typically 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 the time we receive their reply.
• Dave Antrobus will then invite you to meet him to discuss and hopefully resolve your complaint. He will do this within 5 days of the end of our investigation.
• Within two days of the meeting, I will write to you to confirm what took place and any solutions that have been agreed upon.
• If you do not wish to meet or it is not possible, Dave Antrobus will send you a detailed response to your complaint. This will include his suggestions for resolving the matter. He will do this within 5 days of completing his investigation.
• At this stage, if we have not resolved the issue, we may engage an independent body to provide an arbitration service.

Appealing your complaint decision.

• If you wish to appeal the decision of your complaint, you must inform Dave Antrobus within 7 days.
• You will then be invited to a further meeting, which you must take all reasonable steps to attend.
• Following the appeal meeting, you will be informed of the final decision, generally within ten working days, which will be confirmed in writing.

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