Complaints Policy

Transform Recruitment is committed to providing a high level of service to our candidates, customers and client schools. If you are dissatisfied with any aspect of our service, please tell us so that we can address your concerns and improve our standards.

We aim to make raising a complaint as straightforward as possible. We take complaints seriously and will deal with them promptly, fairly and respectfully.

Complaints Procedure

In the first instance, we encourage you to raise your concern with the member of staff you have been dealing with so that we can try to resolve it informally.

If this is not possible, or your concern remains unresolved, please make a formal complaint in writing to:

Marc Ashford, Director
Email: m.ashford@transformrecruitment.com

Your complaint should include:

• Your full name and contact details.
• A clear explanation of the issue, including relevant dates and any action already taken.
• The names of any employees, clients or other individuals involved.
• The resolution you are seeking.

Next Steps

We will record your complaint when we receive it.

We aim to acknowledge your complaint within five working days. We will explain what happens next and confirm the name of the person handling your complaint. We will normally communicate by email or letter, depending on how your complaint was received.

We will then investigate your complaint. This will normally involve:

• Reviewing the details of your complaint.
• Speaking with you to understand your concerns.
• Establishing the relevant facts.
• Speaking with the people you have dealt with and any other relevant parties.
• Requesting further information or documents where necessary, including proportionate identity verification where appropriate.

We aim to provide a written outcome within ten working days of acknowledging your complaint. Our response will explain our findings and any action we propose to take.

If we need to extend these timescales, we will let you know, explain why and provide a revised response date.

If your complaint also includes a request to access personal information we hold about you, we will handle that request separately under the applicable data protection requirements. A subject access request will normally be answered within one month, subject to any lawful extension or adjustment to the deadline.

Complaint Outcome Appeals Process

If you believe your complaint has not been resolved satisfactorily, you may ask for it to be reopened by emailing Marc Ashford at m.ashford@transformrecruitment.com. Please explain why you disagree with the outcome and provide any additional relevant information.

Where practicable, the appeal will be reviewed by someone who was not responsible for the original decision. If your complaint concerns Marc Ashford personally, we will arrange an appropriate independent review.

We aim to provide the appeal outcome within ten working days of acknowledging your appeal. We will confirm whether the original decision has been upheld or issue a revised outcome. If more time is needed, we will explain the reason and provide a revised response date.

The appeal decision is final within Transform Recruitment’s internal complaints process. This does not affect your right to seek advice or raise a matter with an appropriate external authority.