Complaints Policy & Procedure
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Contact sales
We’d love to see how we can streamline your hiring together.
Request a demo
Contact sales
We’d love to see how we can streamline your hiring together.
Request a demo
Complaints Policy
Vested Talent Ltd is committed to providing a high standard of service to our clients, candidates and other individuals we deal with. If you are dissatisfied with the service you have received from us, we encourage you to tell us about it so that we can investigate your concerns and improve our services. This will help us to improve our standards.
Complaints Procedure
If you have a complaint, please contact Tracy Welch, Associate Director by phone 07726101628 in the first instance so that we can try to resolve your complaint informally.
If you have a complaint about Vested Talent Ltd’s handling of your personal data, or the data of an individual you represent, you can raise a complaint under this Procedure. We will acknowledge data protection complaints within 30 days of receiving them. We will investigate such complaints without undue delay, take appropriate steps to address them where necessary, and keep you informed of progress.
If you remain dissatisfied following the initial response, your complaint may be reviewed by another Director of Vested Talent Ltd in accordance with the escalation process below.
Next Steps
1. We will send you a letter 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 within 5 working days of us receiving your complaint.
2. We will record your complaint in our complaints record within a day of having received it.
3. We will acknowledge your reply to our acknowledgment letter and confirm what will happen next. You can expect to receive our acknowledgement letter within 5 working days of your reply.
4. We will then start to investigate your complaint. This will normally involve the following steps;
- We may ask the member of staff who dealt with you to reply to your complaint within 5 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 5 working days from receiving their reply.
5. Tracy Welch will then invite you to meet her to discuss and hopefully resolve your complaint. She will do this within 5 working days of the end of our investigation.
6. Within 2 working days of the meeting Tracy Welch will write to you to confirm what took place and any solutions she has agreed with you.
- If you do not want a meeting or it is not possible, Tracy Welch will send you a detailed reply to your complaint. This will include her suggestions for resolving the matter. She will do this within 5 days of completing her investigation.
7. At this stage, if you are still not satisfied you can write to us again. Another Director of the company will review Tracy’s decision within 10 working days.
8. We will let you know of the outcome of this review within 5 days of the end of the review. We will write to you confirming our final position on your complaint and explaining our reasons. If you are still not satisfied, you can write to the REC, our trade association of which we are a member, marked for the attention of the Consultancy and Compliance Team, REC, 20 Queen Elizabeth Street, London, SE1 2LS. You may also contact the Fair Work Agency (FWA), where your complaint relates to matters within its regulatory remit. Current contact details and guidance are available on GOV.UK.
If we have to change any of the time scales above, we will let you know and explain why.
We will comply with all applicable statutory and regulatory requirements when handling complaints.
