Workforce Direct operates in accordance with and in adherence to the Recruitment &
Employment Confederations code of good recruitment practice. The REC code of good recruitment practice ensures that all members of the REC conduct their businesses ethically and to the highest standards. Workforce Direct is committed to establishing and maintaining the highest standard of internal and external complaints and dispute resolution procedures.
Method of making a complaint
All internal and external complaints are to be referred to the following complaints contacts:
Complaints Officer – Mr Brian Kavanagh
Deputy Complaints Officer – Mr Karl Chester
Complaints must be made in writing and directed to:
The Complaints Officer
WorkForceDirect
2 Courtland Avenue
Coundon
Coventry
CV6 1GU
A complaint must be made within 3 months of the incident complained about taking place.
Investigating a Complaint
The Complaints Contact Person will make all reasonable and necessary efforts to resolve the complaint.
A Client's complaint will not be investigated solely by the Complaints Contact Person, if the Complaints Contact Person is involved in the subject matter of the complaint. If this is the case the complaint will be investigated by all nominated Complaints Contact Persons.
The Complaints contact person must have the Client's written authority to access any and all documents and records of information (including computer systems) as may be necessary to properly investigate the Client's Complaint. Workforce Direct will keep such data concerning the Client's complaint in such form as the Complaints Contact Person thinks fit which will enable analysis according to:
a) type of complainant;
b) subject of complaint;
c) outcome of complaint;
d) timeliness of response.
Subject to legal constraints including constraints as to defamation and confidentiality, Workforce Direct will make available data collected in respect of Client complaints to the REC.
Written response to Clients
The Complaints Contact Person will give a written response to a Client's complaint and will give reasons for reaching a particular decision on the complaint that adequately addresses the issues that were raised in the Clients complaint. Where practicable the Complaints Contact Person will refer to applicable provisions in legislation, codes, standards or procedures.
Timeliness
Complaints will be responded to in writing within 20 working days, from the date the complaint was received, unless the Client's complaint is otherwise resolved in the meantime. If the Complaints Contact Person cannot respond to the Clients complaint within 20 days, the Complaints Contact Person must inform the Client of the reasons for delay.
Workforce Direct will have substantially responded to the Client's complaint if the Complaints Contact Person has:
a) accepted the complaint and, if appropriate, offers redress; or
b) offers redress without accepting the complaint; or
c) rejects the complaint
Resolution
Where the Complaints Contact Person accepts the Client's complaint and is of the view that it is appropriate to offer redress to that Client, that redress may be non-financial as well as, or instead of, financial. If the Complaints Contact Person considers a financial remedy is appropriate, compensation will be given to the Client for any direct cost or damage caused by the Agency's breach of the REC's code of good recruitment practice and other relevant codes of conduct, concepts of fairness and relevant industry best practice.
If the Complaints Contact Person cannot resolve the complaint, the complainant is to be referred to the REC and advised of the REC's complaints procedure:
Complaint to be made in writing to:
Complaints Officer
Recruitment & Employment Confederation Ltd
36 – 38 Mortimer Street
London
W1W 7RG
Workforce Direct's Complaints Contact Person will await advice from the REC's Complaints Officer and will act in accordance with the REC's Complaints and Disciplinary Procedures.
