If you have a complaint, please contact Daisy Brown (Director) by phone at 03335775534 in the first instance so we can try to resolve your issue informally.
If you are not satisfied at this stage, please contact Daisy Brown in writing. You can email [email protected] or write to her at the address below.
Kind Haven Recruitment is committed to providing a high level of service to our clients and staffs. If you do not receive a satisfactory service from us, we encourage you to let us know so we can improve our standards.
We will send you a letter acknowledging your complaint and asking you to confirm or clarify the details provided. We will also inform you of the person who will be handling your complaint. You can expect this acknowledgment letter within one week of us receiving your complaint.
Your complaint will be recorded in our central register within one day of receiving it.
We will begin investigating your complaint, which will generally involve the following steps:
We may ask the staff member involved to respond to your complaint within one week of our request.
Once we receive the staff member’s response and review the information you've provided, we may contact you for further clarification if necessary. This process should take up to 4 working days from receiving their response.
Daisy Brown will then invite you to meet with her to discuss and hopefully resolve your complaint. This meeting will take place within one week after the investigation ends.
Within 2 working days of the meeting, Daisy Brown will write to you to confirm what was discussed and any solutions agreed upon.
If a meeting is not possible or you prefer not to have one, Daisy Brown will send you a detailed written response to your complaint. This will include suggestions for resolving the matter and will be sent within one week of completing the investigation.
If you remain unsatisfied with the resolution, you can write to us again. The matter will be reviewed by another Director, Kate Iworia, who will re-assess the decision within 10 working days.
We will notify you of the outcome of this review within one week of completing the review. A letter will be sent to confirm our final position on your complaint and provide an explanation.
If you are still dissatisfied after the review, you may contact the Employment Agencies Standards Inspectorate at the Department for Business, Innovation and Skills or the REC, the industry trade association of which we are a member, by writing to:
1st Floor, 27 - 45 Stamford Street, London, SE1 9NT
If we need to amend any of the timescales mentioned above, we will notify you and explain why.
Note: We will always comply with any statutory procedures related to your complaint.