Company Name: Connect2Dorset ("The Company")

Date: March 2024

Complaints Policy 

Connect2Dorset is committed to providing a high level of 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 Karen Wisbey, Business Manager by phone 01305 858249 in the first instance so that she can try to resolve your complaint informally. Or alternatively, email karen.wisbey@connect2dorset.co.uk 

Next steps... 

  1. We will send you a letter/email 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/email 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 acknowledgment letter within 2-5 days of your reply. 

  4. We will then start to investigate your complaint. This will normally involve the following steps:
     
    1. We may ask the member of staff who dealt with you to reply to your complaint within 5 days of our request 

    2. 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. Karen Wisbey may invite you to meet her to discuss and hopefully resolve your complaint. She will do this within 5 days of the end of our investigation. 

  6. Within 2 days of the meeting, Karen Wisbey will write to you to confirm what took place and any solutions she has agreed with you.
     
    1. If you do not want a meeting or it is not possible, Karen Wisbey will send you a detailed reply to your complaint. This will include his suggestions for resolving the matter. She will do this within 5 days of completing her investigation. 

  7. At this stage, if you are not satisfied, please contact Katie Feehan, Head of QA & Compliance via email to katie.feehan@csltd.org.uk who will review Karen’s decision within 10 days. 

  8. If the outcome of this decision is not to your satisfaction, please contact Helen Lock, Managing Director. You can write to her at: Commercial Services Group, 1 Abbey Wood Road, Kings Hill, West Malling Kent ME19 4YT. Alternatively, email: helen.lock@csltd.org.uk
      
  9. We will let you know of the outcome of this review within 5 days of the end of the review. We will write to you confirming our final position on your complaint and explaining our reasons. If you are still not satisfied, you can 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 the Consultancy and Compliance Team, REC, 20 Queen Elizabeth Street, London, SE1 2LS. If we have to change any of the time scales above, we will let you know and explain why. 

  10. Agency Workers Regulations (AWR) – if you have a complaint regarding AWR, please contact Karen Wisbey by phone on 01305 858249, in the first instance so that we can try to resolve your complaint informally. 

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