1. Purpose
This policy explains how complaints from candidates, employers and website users are handled fairly, consistently and promptly.
2. Scope
This policy applies to all users of the Recrovia platform and related services.
3. How to Make a Complaint
Complaints should be submitted in writing through the contact details provided on the website. Please include your name, account details if applicable, a description of the complaint and the outcome you are seeking.
4. Our Process
We will acknowledge complaints as soon as reasonably practicable, investigate the matter fairly, request additional information where required and provide a written response.
5. Response Times
We aim to acknowledge complaints within 2 working days and provide a full response within 10 working days. More complex matters may take longer and we will keep you informed.
6. Outcomes
Outcomes may include an explanation, apology, corrective action, account review or any other appropriate resolution.
7. Escalation
If you remain dissatisfied you may request that the complaint is reviewed by a senior representative of Able Personnel UK Ltd.
8. Record Keeping
Complaint records are retained in accordance with our Data Retention Policy.
9. Policy Review
This policy will be reviewed periodically and updated where required.