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

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.

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