We care deeply about delivering a reliable and transparent recruitment service, but if you’re unhappy with any aspect of our service, this procedure outlines how you can raise a concern and what you can expect from us—we’ll address all complaints swiftly, professionally, and with the seriousness they deserve.
1. How to Submit a Complaint
- By email to ak@snapcare.co.uk
- By phone at 020 7729 2200 during office hours, Monday to Thursday, 9.00 am to 5.30 pm, Fridays, 9.00 am to 4.00 pm.
Please provide:
- Your full name and contact details
- A brief description of the issue
- Relevant dates, people involved, and any reference numbers or job/candidate details
2. What Will Happen Next
- Acknowledgement
We’ll confirm receipt of your complaint promptly, usually within 1–2 working days.
- Investigation
We will thoroughly review the issue, which may include:
- Speaking with Snap Care staff involved
- Reviewing relevant documents, emails, or records
- Response
You’ll receive a written reply (email or letter) within 10 working days, setting out:
- Our findings
- Any explanation or context
- Actions taken or planned
- Proposed resolution (e.g., apology, corrective measures, service review)
3. If You’re Not Satisfied
- Let us know immediately—tell us what’s missing or why our resolution isn’t adequate.
- We will escalate your complaint for a further review by senior management.
- You will receive a final response outlining our conclusion and any further steps we can take.
4. Additional Rights
- You can raise a complaint on behalf of someone else, provided you have their consent to do so.
- Wherever possible, we will work with you to agree a fair resolution.
5. Timeframes
Stage
|
Timeline
|
Acknowledgement
|
Within 1–2 working days
|
Initial response
|
Within 10 working days
|
Escalated review
|
To be agreed with you at the time
|
6. Keeping You Informed
- We will keep you updated throughout the process.
- If our investigation takes longer than expected (e.g., due to holidays or complex external checks), we’ll let you know and provide a revised timeline.