Complaints Policy

Company Name: Connect2Kent ("The Company")

Date: March 2019

Complaints Policy

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.

Complaints Procedure                                                                                                                                                           

If you have a complaint, please contact Jason Vander, Business Manager by phone 01622 237084 in the first instance so that we can try to resolve your complaint informally. Or alternatively, email at

At this stage, if you are not satisfied please contact Helen Lock, Director. You can write to her at: Connect2Kent, 1 Abbey Wood Road, Kingshill, West Malling Kent ME19 4YT. Or alternatively, email

Next steps...

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:

    • 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 receiving their reply
5. Jason Vander 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 2 days of the meeting, Jason Vander will write to you to confirm what took place and any solutions he has agreed with you.

    • If you do not want a meeting or it is not possible, Jason Vander will send you a detailed reply to your complaint. This will include his suggestions for resolving the matter. He will do this within 5 days of completing his investigation.
7. At this stage, if you are still not satisfied you can write to us again. Another senior member of our company will review Jason Vander'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.