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Complaints Statement & Procedure

Complaints Statement

At Hunter Dunning, we strive to provide the highest quality service to both our clients and candidates. However, we understand that there may be times when you are not satisfied with the service you have received from us. If you have a complaint, we ask that you bring it to our attention, so that we can work to resolve the issue as quickly and effectively as possible.

Below you will find the Procedure that Hunter Dunning upholds, in order to capture, manage and resolve all issues raised.

Complaints Procedure

If you have a complaint, please contact the office by phone on; 01243 779 789 in the first instance, so that we can try to resolve your complaint informally.

At this stage, if you are not satisfied you can write to Complaints@hunterdunning.co.uk

Next steps

  1. We will send you an email acknowledging your complaint and asking 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 reply within 7 days of us receiving your complaint.
  2. We will acknowledge your reply to our acknowledgement email and confirm what will happen next. You can expect to receive our acknowledgement email within 7 days of your reply.
  3. 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 7 days of our request;
    • – We will then examine the member of staff’s reply and the information you have provided for us. If necessary, we may ask you to speak to them. This will take up to 5 days from receiving

      • their reply.

  4. You will then be invited to meet in person to discuss and hopefully resolve your complaint. We will do this within 7 days of the end of our investigation.
  5. Within 5 days of the meeting, we will write to you to confirm what took place and any solutions that were agreed with you.
    • If you do not want a meeting or it is not possible, we will send you a detailed reply to your complaint. This will include his suggestions for resolving the matter. We will do this within 7 days of completing the investigation.
  6. At this stage, if you are still not satisfied you can write to the REC, our trade association of which we are a member, marked for the attention of 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.

Our complaints procedure is in line with the guidance provided by the Recruitment & Employment Confederation (REC), of which we maintain a corporate membership.

Date: March 2023

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