Complaints Policy

Updated January 2022

Action First Assessments Ltd is committed to providing a high-level service to our clients and candidates. If you do not receive satisfaction from us, we need you to tell us about it. This will help us to improve our service.

Complaints Procedure

If you have a complaint, please contact Matt Larkin, Group Sales Director by telephone (0207 220 3080) in the first instance so that he can try to resolve your complaint informally.

At this stage, if you are not satisfied please contact Bob Nealon, CEO. You can write to him at: Dawson House, 5 Jewry Street, London EC3N 2EX.

Next steps

1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. You can expect to receive our response within 3 to 5 working days of us receiving your complaint.
    
2. We will record your complaint in our central register within a day of having received it.
    
3. We will acknowledge your reply to our acknowledgment letter and confirm what will happen next. You can expect to receive our acknowledgement letter within 3 to 5 working days of your reply.
    
4. We will then start to investigate your complaint. This will normally involve the following steps;
   • We may ask the member of staff who dealt with you to reply to your complaint within 5 days of our request;
   • We will then examine the member of staff's reply and the information you have provided for us. This will take up to 3 working days from receiving their reply.
      
5. Bob Nealon will then invite you to meet him to discuss and hopefully resolve your complaint. He will do this within 5 working days of the end of our investigation.
    
6. Within 3 working days of the meeting Bob Nealon will write to you to confirm what took place and any solutions he has agreed with you.
   • If you do not want a meeting or it is not possible, Bob Nealon will send you a detailed reply to your complaint. This will include his suggestions for resolving the matter. He will do this within 3 working days of completing his investigation.
      
7. We will write to you confirming our final position on your complaint and explaining our reasons. If 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 need to change any of the time scales above, we will let you know and explain why.

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