COMPLAINTS POLICY AND PROCEDURE FOR ITECOPEOPLE
is 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.
If you have a complaint, please contact Simon Dunscombe – Managing Director. You
can write to him at: 5 Scarne Court, Hurdon Road, Launceston, PL15 9LR.
We will send you a letter 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
5 days of us receiving your complaint.
We will record your complaint in our central register within a day of having
We will acknowledge your reply to our acknowledgment letter and confirm what
will happen next. You can expect to receive our acknowledgement letter within 5
days of your reply.
We will then start to investigate your complaint. This will normally involve
the following steps;
a. We may ask the member of staff who dealt with you to reply to your complaint
within 5 days of our request;
b. 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.
Simon Dunscombe 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 Simon Dunscombe 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, Simon Dunscombe 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.
At this stage, if you are still not satisfied you can contact the Employment
Agencies Standards Office at the Department for Business, Innovation and Skills
(BIS) or the REC, the industry trade association, of which we are a member by writing
to the Professional Standards Manager, REC, 15 Welbeck Street, London W1G 9XT.
If we have to change any of the time scales above, we will let you know and explain
itecopeople is the trading name of Summit Computer Recruitment Ltd. Registered in England and Wales no. 0388