Omnium IT Recruitment is committed to providing a high level service to all our customers. If you do not receive the level
of satisfaction from Omnium that you expect, we need you to tell us about it. This will help you to improve the standard of
service that we provide to all our customers.
In the first instance, please contact our Customer Experience team at: Lymedale Business Park, Hooters Hall Road, Newcastle under Lyme Staffordshire ST5 9QF
Once Omnium has been made aware of a complaint
1. An initial phone call will be made to you within 24 hours to discuss the issue with a view to coming to a satisfactory conclusion. If this is not the outcome:
2. We will send a letter acknowledging your complaint within 2 working days of receiving it providing the contact name of our internal representative.
3. We will record your complaint in accordance to our ISO accredited procedure.
4. We will investigate your complaint which may involve the following steps:
* hold a meeting with the member of staff to whom the complaint refers, to discuss your complaint and gain a thorough understanding of what occurred.
* hold a meeting with director(s) to discuss the issues raised in your letter.
* invite you to discuss it with him/her directly to reach a mutual resolution to your complaint.
5. We will send a detailed response to the complaint, which will include proposals for resolving the issue and any changes we intend
to implement to ensure we provide the right customer experience int he future. This will be issued within 5 working days of
completing our investigation.
6.If you are still not satisfied with the proposed outcome, you can write to the Managing Director who will review the decision
within 10 working days.
7.The Managing Director will then write to you within the 10 working days of the end of this second review confirming our final
position.
Further escalation of a complaint can be made by contracting 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;
Consulting and Compliance Team, REC, 15 Welbeck Street, London W1G 9XT.
If we are unable to comply with any of the time scales detailed within this policy, we will contact the complainant in writing.