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

1. Acknowledgement
   We’ll confirm receipt of your complaint promptly, usually within 1–2 working days.
2. Investigation
   We will thoroughly review the issue, which may include:
   • Speaking with Snap Care staff involved
   • Reviewing relevant documents, emails, or records
3. 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

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.