About Us
Complaints Procedure
We aim to provide high-quality services for all clients.
We realise, however, that things can sometimes go wrong,
so we need to know when you are not happy with our service.
We see any complaints as an opportunity to improve our
services. This page explains how to complain about our
services.
What is a complaint?
A complaint is when you tell us you are not happy.
For example if:
- We do not deliver a service on time.
- We give you the wrong information.
- You receive a poor-quality service.
- You have a complaint about a member of staff.
Our promise to you
We are committed to putting you first and providing
a quality customer service. This includes dealing with
any complaint you may have.
- We will deal with your complaint quickly and fairly.
- We will tell you what is happening with your complaint
and we will do everything we can to help you.
- We will do our best to treat the information you
give us in confidence.
- We will explain our decision.
- We will use complaints to review and improve the
way we provide services.
How do I make a complaint?
You can complain in person, by phone, by letter or
E-mail. If you prefer, you can ask a friend or relative
to speak or write to us for you. When you contact us,
please make sure you:
- Give your name, address, and phone number; and
- Ttell the person you speak to what your complaint
is.
If your complaint is about a member of staff, you
should direct your complaint to the manager, or the
recruitment consultant.
Step 1
We will try to deal with your complaint informally.
This means that you should phone or take your complaint
to the office or person who dealt with your enquiry.
Our staff will do their best to settle your complaint
without you needing to do anything else.
If we cannot sort out your complaint straightaway, we
will write you an acknowledgement letter. The letter
will show:
- The details of your complaint;
- The date you can expect an answer from us by; and
- The name of the person who took your complaint.
We will write to you with a reply within 15 working
days.
Step 2
If you have spoken to the relevant recruitment consultant
about your complaint but they have not been able to
put things right, or you are not happy with the result,
the next step is for you to make a formal complaint.
At this stage, you should put your complaint in writing.
Please ask a member of staff if you need help in writing
your complaint or filling in the form. Again, if you
prefer, a friend or relative can fill in the form for
you.
We will then pass your complaint to a manager who will
write to you within three working days to let you know
we have received your complaint. The manager will also
give you their name and a reference number. This information
will make it easier for you to contact the person dealing
with your complaint if you need to.
The manager will:
- Investigate your complaint for the director;
- Take any necessary action; and
- Make sure you receive a written reply within 15
working days.
If your complaint needs more investigation, and we
cannot send you a written reply within 15 working days,
we will write to you and let you know when you will
receive a written reply.
Step 3
If you have been through steps one and two and are
still not happy with the results of our investigations,
you can ask our Director to review your complaint. The
director will write to you within three working days
to let you know:
- We are reviewing your complaint;
- Approximately how long it will take us to investigate;
and
- When you will receive a written reply.
Ombudsman
The Head of Social Services at the Town Hall will
also be able to help you if you would like your complaint
to be passed to the Local Government Ombudsman.
You can contact the Local Government Ombudsman about
your complaint at any time. You will find the Ombudsman’s
address and phone number at the local Library/Slough
Town Hall.
Is there anyone who can help?
Apart from asking for help from a friend or relative,
you can contact an independent person or organisation,
for example:
- Your local councillor;
- Your MP;
- A solicitor;
- The Citizens’ Advice Bureau;and
You can get details of who your councillors and MPs
are and how to get in touch with them from your ‘A-Z
of Slough Council Services’ booklet, any of their
offices, the reception areas at the Town Hall or any
library. You can contact your councillor at any stage
of the investigation about your complaint. The councillor
will normally ask the officers dealing with your complaint
to provide details of why you complained and what they
have done to put things right.
Comments and suggestions
As well as learning from complaints, we want to know
any comments or suggestions you may have to help us
improve our services. You can do this by telling a member
of staff about your comment or suggestion or by putting
your comment or suggestion in writing.
Please ask a member of staff if you need help in writing
your comment or suggestion.
Who should I contact?
You can contact the us using the following way
01753 644 988 or E-mail us on
Admin@eurocare-recruitment.com
Or write to us on
EUROCARE RECRUITMENT LTD
CROSSBOW CENTRE
CROSSBOW HOUSE
40 LIVERPOOL ROAD
SLOUGH
BERKSHIRE
SL1 4QZ
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