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Complaints Policy

Complaints Policy and Procedure for Allen Associates

Complaints Policy
Allen Associates 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.

Complaints Procedure
If you have a complaint, in the first instance please contact the Associate Director:

Eleanor Bromage – eleanor@allen-associates.co.uk

You can write to Eleanor at: Allen Associates (Oxford) Ltd, Chatsworth House, East Point Business Park, Oxford, OX4 6LB.

Next Steps

We will send you a letter or e-mail 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 or e-mail within 3 working days of us receiving your complaint and we will confirm what will happen next.

We will record your complaint in our central register within a day of having received it.

We will then start to investigate your complaint. We will ask the member of staff who dealt with you to reply to your complaint within 3 working 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 3 working days from receiving their reply.

The Associate Director will then invite you to meet with them to discuss and hopefully resolve your complaint. This will be within 3 working days of the end of our investigation.

Within 2 working days of the meeting with the Associate Director, we will write to you to confirm what took place and any solutions they agreed with you. If you do not want a meeting or it is not possible, the Associate Director will send you a detailed reply to your complaint. This will include their suggestions for resolving the matter. They will do this within 3 working days of completing the investigation.

At this stage, if you are still not satisfied, your complaint will be escalated to Kate Allen, Managing Director of Allen Associates who will review the complaint and investigation, and will respond to you within 3 working days.

If you are still not satisfied, you can contact the REC, the industry trade association of which we are a member, at: Professional Standards Department, REC, 15 Welbeck Street, London W1G 9XT or e-mail standards@rec.uk.com. Alternatively you can contact the Employment Agencies Standards Office at the Department for Business, Enterprise & Regulatory Reform (BERR), Employment Agency Standards (4140), Victoria Street, London, SW1H 0ET or e-mail eas@berr.gsi.gov.uk

We will let you know of the outcome of this review within 3 working days of the end of the review. We will write to you confirming our final position on your complaint and explaining our reasons.

If we have to change any of the time scales above, we will let you know and explain why.

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