Company Name: Connect2Kent ("The Company")
Date: February 2019
Connect2Kent is committed to providing a high level of 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.
If you have a complaint, please contact Catherine Lane, Customer Relationship Manager, by phone 01622 236712 in the first instance so that we can try to resolve your complaint informally. Or alternatively, email at firstname.lastname@example.org.
At this stage, if you are not satisfied please contact Katie Feehan, Head of Quality Assurance & Compliance. You can write to him/her at: Connect2Kent, 1 Abbey Wood Road, Kingshill, West Malling Kent ME19 4YT. Or alternatively, email email@example.com
|1.||We will send you a letter/email 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.|
|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 acknowledgement letter and confirm what will happen next. You can expect to receive our acknowledgement letter within 2-5 days of your reply.|
We will then start to investigate your complaint. This will normally involve the following steps:
|5.||Catherine Lane will then invite you to meet her to discuss and hopefully resolve your complaint. She will do this within 5 days of the end of our investigation.|
Within 2 days of the meeting, Catherine Lane will write to you to confirm what took place and any solutions she has agreed with you.
|7.||At this stage, if you are still not satisfied you can write to us again. Another senior member of our company will review Catherine Lane's decision within 10 days.|
We will let you know of 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. 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, 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.
|9.||Agency Workers Regulations (AWR) – if you have a complaint regarding AWR, please contact Katie Feehan, Head of Quality Assurance & Compliance, by phone on 01622 236896, in the first instance so that we can try to resolve your complaint informally.|
At this stage, if you are not satisfied please contact Jason Vander, Business Manager, in writing. You can write to him at: Connect2Kent, 1 Abbey Wood Road, Kings Hill, West Malling, Kent. ME19 4YT.
NOTE: In any event, we will comply with any statutory procedures that may relate to your complaint.