COMPLAINTS POLICY AND PROCEDURE FOR BACKSTOP
Complaints Policy
Backstop Support Ltd is committed to providing a high level service to everyone we work with. If you do not receive satisfaction from us, or we fall below your high expectations of 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 Andrew Thorne, MD. You can write to him at: 9 Disraeli Road, London, SW15 2DR. Alternatively you may email him by clicking on this button.
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 2-5 days of us receiving your complaint.
2. We will record your complaint in our central register 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 2-5 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 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 4 days from receiving their reply.
5. Andrew Thorne will then invite you to meet him to discuss and hopefully resolve your complaint. He will do this within 5 days of the end of our investigation.
6. Within 2 days of the meeting Andrew Thorne will write to you to confirm what took place and any solutions he has agreed with you.
If you do not want a meeting or it is not possible, Andrew Thorne will send you a detailed reply to your complaint. This will include his suggestions for resolving the matter. He will do this within 5 days of completing his investigation.
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 Professional Standards Manager, REC, 36-38 Mortimer Street, London W1W 7RG.
8. If you are still not satisfied, you can contact the Employment Agencies Standards Office at the Department of Trade and Industry.
If we have to change any of the time scales above, we will let you know and explain why.
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