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Complaints Policy and Procedures


In this policy “we”, “us”, and “the Company” mean SERT and any subsidiary or associated company.

Complaints Policy

The Company is committed to providing a high-level service to our customers. If you do not receive satisfaction from us, we need you to tell us about it.  This will help us to improve our standards.


Complaints and Issues

We view complaints as an opportunity to put things right for the person who has made the complaint as well as an opportunity to learn and improve.  The way we respond to an unhappy customer will determine how they view our business and what they say about us for a long time to come. 

The objectives of our complaints process are to:

  • Capture all complaints, resolve them, learn from them.
  • Make sure we really listen so the complainant feels heard
  • Do all we can to reach a resolution that recognises what matters to the complainant
  • Do all we can to delight an unhappy client to change their perception and exceed their expectations
  • Damage control – protect our reputation and our brand by dealing effectively and swiftly
  • See complaints as an opportunity to learn lessons and improve


Complaints Procedure

If you have a complaint, please contact SERT by phone 01489 232 080 in the first instance, or email so we can endeavour to resolve your complaint.


Next Steps

We will acknowledge your complaint and ask you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint.  You can expect to receive our response within 2-5 working days of us receiving your complaint.

We will record your complaint in our central register upon receipt.

A member of the management team will investigate your complaint, speaking to all the relevant persons, which may include the original complainant.  The person investigating the complaint will respond to you with the outcome and resolution of the complaint within 5-days from the end of the investigation.

If you are not satisfied with the complaint resolution, you can escalate the complaint and a director or senior manager of the company will review the decision within 10 days and either uphold or propose an alternative resolution.

We will let you know of the outcome of this review within 5 days of the end of the review.

If at this point you are still not satisfied, you can contact the Employment Agencies Standards Inspectorate at the Department for Business Innovation and Skills or the REC, the industry trade association, of which we are a member by writing to the Consultancy and Compliance Team, REC, Dorset House, 1st Floor, 27 - 45 Stamford Street, London, SE1 9NT.

If we have to change any of the time scales above, we will let you know and explain why.

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

This policy shall be reviewed every two years for date of issue or as required.



Name:                 Mark Edwards

Position:             Chief Executive Officer

Date:                   August 2021


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