Complaint Policy
We hope you don't have to complain about our service, however if you do, this page explains how to. It also explains how you can make comments on our service or pay us compliments. We appreciate your feedback and comments as these will help us to continually improve our service to all our customers. This page is only a guide, but it answers the questions people are most likely to ask.
When should I complain?
You should first try to sort out any problem at the earliest opportunity by speaking to the person who dealt with you. If they cannot help or you wish to speak to someone else you can ask to speak to the person in charge of that department/office. If this is not possible, or if you are not satisfied with the help provided by the person in charge, please use the Contact Form provided on this website and start your Comments with the word "Complaint". Alternatively, you can e-mail or write to us at the adress at the bottom of this page.
If I write in, what details do I have to give?
When you contact us, please give us: Your full name, full address and a daytime telephone number:
- a full description of your complaint, including dates and times;
- any names of the people you have dealt with so far; copies of any papers or letters to do with the complaint.
Where should I send my complaint or comment?
Use the Contact Form provided on this website or use the e-mail or contact address listed at the bottom of this page. You must complain in writing, normally within three months of the event you are complaining about.
Can I complain by email?
Yes. Send an email to: service.improvement@srg.co.uk.
What will happen to my complaint?
The Service Improvement Team will acknowledge receipt of your complaint within 10 working days, inform you which part of SRG will deal with your complaint and provide you with contact details including a telephone number.
Is there anything that the Service Improvement Team does not deal with?
The Service Improvement Team is unable to help if you disagree with SRG’s decision on your complaint. You may, however, have a right of appeal, and SRG will tell you this at the time of the decision.
What happens if my complaint is upheld?
If any part of your complaint is upheld SRG will apologise and try to improve the service - for example, by reviewing procedures or arranging for staff training.
What if I am not happy with the reply?
Firstly, you should write back to the Service Improvement Team who will ensure your complaint is reviewed and if appropriate the matter will be passed to the Recruitment and Employment Confederation (REC), the governing organisation for the regulation of the Recruitment Industry.
Can I comment on SRG’s service, even if I do not have a complaint?
We welcome comments, complaints and suggestions. They help us to monitor and improve our service. Again, please use the Contact Form provided on this website or send on e-mail to info@srg.co.uk.
How to contact us
Your complaint or suggestion about our service or about the conduct of SRG staff should be sent in writing to:
Service Improvement Team, SRG, Waterside Drive, Langley, Slough. SL3 6EZ
or Fax: 01753 589700
or via email at: service.improvement@srg.co.uk
or via the Contact Form