Complaints policy procedure

We aim to provide the highest quality of service to all candidates and clients, and if ever we don’t, we want you to tell us. We will listen to both positive and critical comments and use them to improve our services. A complaint is any written or spoken expression of dissatisfaction with the service we provide, and we take all complaints seriously.

Our aims are to:

  • Deal with complaints openly, promptly and honestly
  • Try to resolve complaints amicably as soon as possible
  • Learn from complaints to improve our services

Dealing with your complaint:

All our staff will be courteous and helpful in dealing with your complaint.  If you wish to make a formal complaint, please contact our Group Incidents and Complaints Manager, Ian Conroy, using the following email address:

  • When you submit a complaint, we will respond promptly within the following time-frames;
  • All complaints to be acknowledged within 3 working days
  • All complaints to be investigated and responded to within 28 working days

If the investigation is complex and requires a longer investigation period, a time-scale is to be agreed and communicated with all parties

Escalating your complaint:

Following Liquid Personnel’s response to your complaint, if you are still not satisfied, you can ask for your complaint to be referred to the Recruitment and Employment Confederation (REC) for further investigation or you can contact the Employment Agencies Standards Inspectorate at the Department for Business, Energy & Industrial Strategy:

The Recruitment and Employment Confederation
Dorset House
First Floor
27-45 Stamford Street

Email: The Employment Agencies Standards Inspectorate

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

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