Complaints policy
February 2026 | Version 1
Policy statement
Source Supply (Part of REC) is committed to delivering high-quality recruitment and workforce solutions. We take all complaints seriously and view them as an opportunity to improve our services.
This procedure outlines how clients, candidates, workers, and other stakeholders can raise concerns and how these will be managed fairly, consistently and promptly.
2. How to make a complaint
Complaints may be submitted via:
– Email – complaints@sourcesupply.co.uk
– Telephone – 0114 3830022
– Through your usual Source Supply contact
Complainants should provide:
– Full name and contact details
– Details of the complaint
– Relevant dates, times, and supporting information
– If assistance is required to submit a complaint, we will provide reasonable support where possible.
3. Complaints handling process
Stage 1: Acknowledgement
– Complaints will be acknowledged within 5 working days of receipt.
– A named contact will be assigned to manage the complaint.
Stage 2: Investigation
– A fair and impartial investigation will be conducted.
– Relevant documentation, correspondence, and statements will be reviewed.
– Where necessary, interviews may be conducted with relevant parties.
– We aim to provide a full response within 14 working days.
– If additional time is required due to complexity, the complainant will be informed of the reason and expected timeframe.
Stage 3: Outcome
The response will include:
– A summary of findings
– Any action taken or proposed
– Explanation of decisions
– Information on escalation (if applicable)
4. Escalation procedure
If the complainant is not satisfied with the outcome, they may request escalation.
– The complaint will be reviewed by a member of SLT.
– A final response will be provided within 10 working days of escalation.
Where relevant, complainants may also contact external bodies such as:
– Recruitment & Employment Confederation (REC)
– ACAS
– Employment Agency Standards Inspectorate
5. Confidentiality
All complaints will be handled confidentially and in accordance with data protection legislation. Information will only be shared where necessary to investigate and resolve the complaint.
6. Record keeping
All complaints will be logged.
– Records will include the complaint details, investigation findings, and outcomes.
– Records will be retained in line with our data retention policy.
7. Review of this procedure
This complaints procedure will be reviewed annually or earlier if required due to legislative or organisational changes.
