COMPLAINTS PROCEDURE FOR MAY & STEPHENS LTD

ETHOS

As an REC approved provider of recruitment and careers consultancy services, May & Stephens strives to provide the highest level of personalised and professional service to its clients. However where any aspect of our service has failed to reach our customers expectations we shall always endeavour to resolve the problem and address any issues in a confidential and objective manner. Our complaints procedure is open to all customers and recipients of May & Stephens consultancy services and covers:-

• Failure of May & Stephens to provide ‘Best Practice’ advice and guidance
• The behaviour of consultants, support personnel and any contractors
• Any non-compliance to policies stipulated for Equal Opportunities & Diversity
• Any non-compliance to procedures checking for legitimacy of customers right to work
• Misrepresentation of information provided to customers
• Unnecessary delays to receive consultancy services

All complaints will be treated seriously and dealt with within 24 hours of receiving it. A formal response will be made within 5 working days for Stages 1 and 2.

THE PROCESS

STAGE 1

Customers of May & Stephens Recruitment Services wishing to make a complaint should in the first instance contact the consultant they are dealing with who will try and resolve the issue first hand.

STAGE 2

For all customers of May & Stephens consultancy services any failure to resolve the complaint at stage 1 should be formally made in writing to the Managing Director providing full details and nature of the complaint and what you would like us to do to put things right. This will be fully investigated and personally addressed by the Managing Director to bring a satisfactory resolution where possible.

STAGE 3

If you are still dissatisfied with how your complaint has been dealt with or the outcome, all customers/recipients of the Recruitment consultancy services of May & Stephens can direct their complaint to the Recruitment & Employment Confederation (REC) who represent ‘Best Practice’ in recruitment and who will conduct a further enquiry on your behalf.

COMPLAINT RESOLUTION

We shall always endeavour to resolve a complaint within the earliest timeframe and provide a solution that is deemed satisfactory by our customer. This will include as appropriate:-

• A formal apology
• Detailed account of the action/decision taken
• Offer to rectify any discrepancy or identified mal-practice
• Provision of support to customer to overcome any personal difficulties incurred

FOLLOW-UP TO COMPLAINTS

We shall seek to follow up with our customers any complaint relating to the services provided by May & Stephens to ensure that you feel you have received appropriate resolution and for your feedback as to how the complaints procedure was handled or if you feel the process can be improved in any way.

CONTACT DETAILS FOR COMPLAINTS

• Jacqueline May
• Managing Director
• May & Stephens Ltd
• E-mail:- response@maystephens.co.uk
• Tel: 0207-488-9922