• Company Name: DGH Recruitment Limited (“the Company”)

  • Policy Name: Complaint’s Policy and Procedure

  • Date: 01 June 2024

  • Version: 004

Complaints Policy

DGH Recruitment 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, please contact Kelly Brittain, HR Manager by email kbrittain@dghrecruitment.co.uk in the first instance so that we can try to resolve your complaint informally.

At this stage, if you are not satisfied please contact James Hibbert, Managing Director. You can write to him at; Jubilee House, 56-58 Church Walk, Burgess Hill, RH15 9AS.

Next steps

  1. We will contact you 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 contact within 7-10 days of us receiving your complaint.

  2. We will acknowledge your reply to our contact and confirm what will happen next. You can expect to receive our acknowledgement within 7-10 days of your reply.

  3. 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 7 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 7 days from receiving their reply.

  4. Jim will then contact you and hopefully resolve your complaint. He will do this within 10 days of the end of our investigation.

  5. Within 5 days of the conversation we will write to you to confirm what took place and any solutions that have been agreed.

  6. At this stage, if you are still not satisfied you can write to us again. Another Director of the company will review Jim Hibbert’s decision.

  7. At this stage, 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, Dorset House, 1st Floor, 27 – 45 Stamford Street, London, SE1 9NT.

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

NOTE: In any event, we will comply with any statutory procedures that may relate to your complaint.