Complaints policy
Anyone can complain. We acknowledge within 2 working days and give a written answer within 10.
Who can complain
Anyone affected by what we do: clients, agency workers, candidates, referees and members of the public. If you are a worker with a problem about your treatment at work, you can also use our grievance procedure; to report wrongdoing, our whistleblowing policy. Not sure which? Just complain — we will use the right route and tell you.
How to complain
- Online: raise a concern on this website.
- Email: jason@equationrecruitment.com (subject "Complaint").
- Phone: 01869 323 444.
- Post: 45 Wedgwood Road, Bicester, Oxfordshire OX26 4UL.
- Or tell your consultant, who passes it on the same day.
Tell us what happened, when, who was involved and what you would like us to do. You can complain in any language — we will arrange help to understand it.
What we will do
| Step | When |
|---|---|
| We acknowledge your complaint and tell you who is dealing with it | Within 2 working days |
| Jason Norman, Managing Director, looks into it. If the complaint is about him, it is handled by an independent person with no involvement, appointed for the case (for example our external accountant), until we appoint an HR adviser | Straight away |
| We may ask you for more information or to talk it through | During the investigation |
| We give you a written answer: what we found, what we will do, and why | Within 10 working days — if it will take longer, we tell you why and when you will hear |
Making a complaint will never affect your work with us, your pay or your bookings.
If you are still not satisfied
Tell us and we will review our answer. You can also go to an outside body at any time: the Fair Work Agency (agency standards, our licence EQUA0007, pay, holiday pay or the minimum wage); the Information Commissioner's Office (how we use personal information — our registration is ZC171727); Acas (free advice on work problems); or the Modern Slavery & Exploitation Helpline (if you think anyone is being exploited).
Records
Every complaint and our answer is recorded, seen only by the people dealing with it, and kept for 6 years. We review all complaints every year to learn from them.