18. Complaints

18. Complaints Policy and Procedure

The Company is committed to providing a high-level of service to our customers. If you are not satisfied with the level of service you have received, we encourage you to inform us. This will help us to improve our standards. The Company procedure requires a specific escalation route to be followed for all complaints. In the first instance, please contact your local branch and escalate your concerns to the branch manager by phone so that we can try to resolve your complaint informally.

If you feel that the response is unsatisfactory and requires further investigation, please refer your complaint to an Operations Director –contact details for the Operations Director best suited to deal with your complaint can be obtained from your local branch.

If at this stage you are still not satisfied with the response, you can then submit your complaint directly to the HR Department.

In all instances, to obtain correct contact details, whether that be for post, email or telephone please refer to the contact details section of our website https://www.gap-personnel.com/contact.

Formal Investigations

The HR department will investigate complaints in a timely and confidential manner. Individuals not involved in the complaint or the investigation should not be told about it. The investigation will be conducted by someone with appropriate experience and no prior involvement in the complaint. The investigation should be thorough, impartial, objective and carried out with sensitivity and due respect for the rights of all parties concerned.

The HR department will acknowledge receipt of your complaint and keep you informed of all updates throughout the process. An investigation meeting will be held with you usually within one week of receiving your complaint, so that you can give your account of events. The investigator will arrange further meetings with you as appropriate throughout the investigation.

Where your complaint is about an employee or worker of The Company, the investigator will also meet with the alleged person who have the right to be told the details of the allegations against them, so they can respond.

Where your complaint is about someone other than an employee or worker, such as customer, supplier or visitor we will consider what action may be appropriate to protect you and anyone involved in the pending outcome of the investigation, bearing in mind the reasonable needs of the business and the rights of that person. Where appropriate, we will attempt to discuss the matter with the third party.

It may be necessary to interview witnesses to any of the incidents mentioned in your complaint. If so the importance of confidentiality will be emphasised to them.

At the end of the investigation, the HR department will write a report of the findings of the investigation and the outcome to your complaint.

You will be kept informed at all stages of the investigation process and should there be any delays you will be informed.

Action following Investigation

If the HR Department considers that the points raised in your complaint have been upheld, prompt action will be taken to address it.

If, following the investigation, you are still not satisfied you can write to the REC, our trade association of which we are a member marked for the attention of the Consultancy and Compliance Team: REC, Dorset House, 1st Floor, 27 –45 Stamford Street, London, SE1 9NT).

NOTE: In any event, we will comply with any statutory procedures that may relate to your complaint.

19. Benefits - pensions FAQ’S

1. What is auto-enrolment?