Complaints Policy
At 121 Recruitment Services Ltd, most of our Clients / Workers are very satisfied with the service they receive; therefore we have made provision for Clients / Workers to provide compliments on our services. However, like any organisation, there are occasions where people feel they would like to make a formal complaint or simply to comment on our services.
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1. Clients / Workers who wish to compliment, comment or complain about 121 will need to write to;
121 Recruitment Services Ltd
By Email: info@121-recruitment-services.com
By Post: 121 Recruitment Services Ltd, Room 30, Building 940, Popjak Road, Kent Science Park, Sittingbourne, Kent, ME9 8PS
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2. Clients / Workers who are unable to submit their comment or complaint or in writing, e.g. because of a disability, should call the Office on 01795 606200.
3. Comments are recorded centrally and sent to the team responsible for the area of work. Compliments are also recorded and then passed to the staff member concerned and copied to their manager. Comments and compliments will be acknowledged within 10 working days of receipt.
4. Complaints are recorded centrally and are sent to a senior manager for response. 121 aim to respond to complaints within 10 working days of receipt. The time limit for making a complaint is six months from the date on which the incident concerned took place or for conciliation cases, six months from when the case was closed.
5. The aim of the complaint’s procedure is to provide an opportunity for Clients / Workers of 121 who are dissatisfied to have their concern addressed. Occasionally, complaints are received which are threatening or abusive or are repeated complaints from the same person about the same or similar issues. In some circumstances, 121 will refuse to respond any further (or at all) to such complaints.
6. Clients / Workers who are dissatisfied with the response to their complaint can appeal to the Director of 121 at the address at paragraph 1 within one month of receipt of the initial response. Any appeal should contain details about what is being appealed and why. This is the final step in the process and 121 will not normally respond further unless new information comes to light.
7. Records of complaints will be retained by 121 for two years and then destroyed.
Conciliation cases are closed when the EC certificate is issued and there is no further prospect for settlement, following formal settlement at any stage, withdrawal of an ET claim, or once heard by an Employment Tribunal.
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