We place supreme importance on the candidate experience and are committed to ensuring that our services are of the highest quality. We recognise the value of all forms of feedback in improving the standard of service we are able to provide to all our candidates.
To avoid the eventuality of complaints arising, we monitor candidates’ perspectives and experiences of our service through candidate satisfaction surveys and use this information to help evolve our processes. If you wish to comment separately, either on the strengths of our service or on areas where we could improve, we would be very pleased to receive your feedback. Please write to Sarah Slatter at 17, Rochester Row, London SW1P 1RP or email her on sarah.slatter@veredus.co.uk
Informal complaints
We want all candidates to feel that they can trust us and be confident that we will act immediately when a problem arises with any aspect of the service we have provided. Wherever possible we will resolve problems informally, rather than allowing them to escalate to become a formal complaint. Please speak to the individual(s) handling the assignment in the first instance if you have any concerns about our service.
We are committed to dealing with potential complaints fairly and thoroughly. We will look into issues raised promptly and do all we can to explain and resolve them. If we have provided a less than satisfactory service, we will apologise and do everything reasonable to put it right. If the individual dealing with you is not able to resolve the situation, they will themselves escalate it to a more senior manager who will contact you to discuss how it will be taken forward.
Formal complaints
If you have not been able to resolve the issue informally you may ask for a formal investigation. Please outline the details of your complaint by email, letter or audio tape and send it to Sarah Slatter at 17, Rochester Row, London SW1P 1RP or email her on sarah.slatter@veredus.co.uk
Your complaint will be acknowledged within 3 working days from the date it is received and we will inform you at that stage of the name and contact details of the person who will investigate the complaint and when that investigation will start.
The investigator will be someone who has had no previous involvement in the complaint. They will contact you to discuss your case and to establish what resolution you are seeking.
You will receive a full response to your complaint within 14* working days from the start of the investigation in writing from the person appointed to investigate the complaint. The response will include the following information:
- details of the investigation;
- a decision about whether the complaint was upheld or not;
- the reason for the decision;
- if appropriate, the remedy – this could include, for example, an apology or a review of a decision regarding your application;
- any other action that may be taken in light of the complaint.
Appeals
If you are not satisfied with the response to your formal complaint, you may appeal by outlining the reasons for your dissatisfaction by letter, fax, email, or audio tape within 7 working days of receiving it to Roger Russell at 17, Rochester Row, London SW1P 1RP or email him on roger.russell@veredus.co.uk.
Your case will be allocated to a senior member of staff who has had no previous involvement in the complaint. They will read the papers, speak to you and other relevant individuals involved with the complaint and make a final decision. They will write to you within 28* working days of receiving your appeal, to confirm:
- whether or not the procedure was followed properly and fairly;
- the final decision about the complaint;
- the reason for the decision;
- if appropriate, the remedy;
- any other action that may be taken in light of the complaint.
Records
Records of compliments, comments and formal complaints submitted through this process will be reviewed on an annual basis to identify strengths and areas for improvement in the services we offer.
Review
This procedure comes into operation on 1st April 2009. It will be reviewed after two years of operation.
* In circumstances where time limits cannot be met due to unforeseen circumstances, complainants will be notified in writing. The reasons for the delay with adjusted timescales will be supplied by the person dealing with the complaint.