Complaints Procedure
GB Solutions – Complaints Procedure
Complaints Policy
GB Solutions operates in accordance with the Recruitment and Employment Confederations code of good recruitment practice. The REC code of good practice ensures that all members of the REC conduct their business ethnically and to the highest standards. GB Solutions is committed to establishing and maintaining the highest standard of internal and external complaints and despite resolution procedures.
Complaints procedure
All internal and external complaints are to be referred to Mike Goode – Director and must be made in writing to:
Mike Goode
Director
GB Solutions
Suite E Provincial House
45 Northgate Street
Gloucester
Gloucestershire
GL1 2AJ
A complaint must me made within 6 months of the incident complained about taking place.
Investing a complaint
The Directors of GB Solutions will make all reasonable efforts to resolve the complaint. A complaint will not be investigated solely by the Directors, if the Directors are 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 Directors must have the complaints written authority to access any and all documents and records of information (including computer systems) as may be necessary to properly investigate the complaint. GB Solutions will keep such data concerning the complaint in such form as the Company Secretary 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, GB Solutions will make available data collected in respect of complaints to the REC.
Written Response to Complaints
The Company Secretary will give a written response to a complaint and will issue reason for reaching a particular decision on the complaint that adequately addressed the issues that were raised in the complaint. Where practicable the Directors will refer to applicable provisions in legislation, code, standards or procedures.
Timelines
Complaints will be responded to in writing within 20 working days, from the date the complaint was received, unless the compliant is otherwise resolved in the meantime. If the Directors cannot respond to the complaint within 20 days, the Directors must inform the complaint of the reason for the delay.
GB Solutions will have substantially responded to the complaint if the Directors have:
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 Directors accepts the complaint and is of the view that it appropriate to offer redress, that redress may be non-financial as well as, or instead of, financial. If the Directors consider a financial remedy is appropriate, compensation will be given to the complainant for any direct cost or damage caused by the Company’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 Directors 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:
Mr M Goode
Director
GB Solutions
Suite E Provincial House
45 Northgate Street
Gloucester
GL1 2AJ
The Directors will await advice from the REC’s Complaints Officer who will act in accordance with the REC’s Complaints and Disciplinary Procedures.
