Complaints Policy

Hamblyn Selection is committed to providing a high level 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 Gemma Atkinson, Recruitment Director. You can write to her at: 1st Floor, Hedges House, 153-155 Regent Street, London, W1B 4JE.

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 five 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 five 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 five 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 four days from receiving their reply.
5. Gemma will then invite you to meet her to discuss and hopefully resolve your complaint. She will do this within five days of the end of our investigation.

6. Within four days of the meeting Gemma will write to you to confirm what took place and any solutions she has agreed with you.

   If you do not want a meeting or it is not possible, Gemma will send you a detailed reply to your complaint. This will include her suggestions for resolving the matter. She will do this within five days of completing her investigation.

7. At this stage, if you are still not satisfied you can write to Steve Hyde, CEO of Hamblyn Selection, 1st Floor, Hedges House, 153-155 Regent Street, London, W1B 4JE. Steve will review Gemma’s decision within ten days of receiving the letter.
8. We will let you know of the outcome of this review within five days of the end of the review. If you are still not satisfied, you can contact the Employment Agencies Standards Inspectorate at the Department for Business Enterprise & Regulatory Reform or the REC, the industry trade association, of which we are a member by writing to the Professional Standards Team, REC, 15 Welbeck Street, London W1G 9XT.

If we have to change any of the time scales above, we will let you know and explain why.