Complaints Procedure

GUIDE TO OUR COMMITMENT

Square Peg Associates Limited is a professional organisation within the recruitment industry.

We are committed to providing our customers with a personalised service, which encompasses our high standards of recruitment services and customer care. If you are unhappy with our level of service, advice or recommendation, and wish to complain, then we will endeavour to resolve your complaint quickly and fairly in order to ensure that our customer satisfaction is retained at all times, in line with the standards and guidelines set by our regulators, REC – The Recruitment & Employment Confederation.

ACKNOWLEDGEMENT A complaint is defined as any oral or written accusation or expression or grievance made by, or on behalf of, a customer, about the provision of, or failure to provide, a recruitment service, which alleges that the complainant has suffered (or may suffer) financial loss, emotional distress or material inconvenience. We will provide a written acknowledgement to your complaint normally within five working days from the original day of receipt.

UNRESOLVED WITHIN 4 WEEKS If we are unable to provide you with a final response to your complaint within a period of 4 weeks, you will be sent a holding response letter, informing you of why we have not yet been able to reach our final decision.

The letter will furthermore inform you that we will endeavour to provide you with our final response no later than 8 weeks from the receipt date of your original complaint.

If you are not satisfied with the final response please refer to REC’s Complaints and Disciplinary Procedure.

We appreciate that making a complaint to any organisation can be a difficult decision to make. We do expect courtesy to our staff whilst we are trying to help you with your complaint.