Customer service policy
February 2026 | Version 1
REC membership
Source Supply is a member of the Recruitment and Employment Confederation (REC) and operates in full compliance with the REC Code of Professional Practice.
We are committed to conducting our business with integrity, transparency, and professionalism in all dealings with schools, academies, multi-academy trusts, local authorities, candidates, and partners.
This policy is reviewed annually to ensure continued compliance with REC standards, legislative requirements and the evolving needs of the education recruitment sector.
Customer service policy statement
At Source Supply, we are committed to delivering the highest standards of customer service to our schools, academies, local authorities, teachers, and support staff. We encourage feedback and welcome comments, suggestions, and concerns regarding the service you receive.
This policy will be reviewed annually to ensure it remains relevant, effective, and aligned with REC standards and the evolving needs of the education recruitment sector.
Courtesy
All Source Supply consultants receive customer service and safeguarding training to ensure professional, respectful, and knowledgeable interactions with candidates, schools, and partners.
Equality, diversity and inclusion
Source Supply is committed to promoting equality, diversity and inclusion in accordance with the Equality Act 2010.
We will not unlawfully discriminate against any client or work-seeker on the grounds of protected characteristics. All recruitment decisions are based on merit, suitability, and compliance with safeguarding and regulatory requirements.
Communication
Source Supply will return all client and candidate calls, messages, and emails within agreed service timeframes. Where delays are unavoidable, we will communicate promptly and set revised expectations.
Consistency
As part of our commitment to upholding professional standards, we will review our policies annually to ensure that they continue to meet business needs and the Recruitment and Employment Confederation’s Code of Professional Practice; and that they are consistently applied to all our customers.
Complaints
Source Supply is committed to resolving complaints fairly, promptly and transparently.
– Complaints will be acknowledged within five working days
– A full investigation will normally be completed within 14 working days
– Where additional time is required, we will provide an updated timeframe
– Complaints should initially be directed to a Manager, Director or designated Senior Manager
– If a complaint remains unresolved, details of further escalation options will be provided in line with our formal Complaints Policy
– Our full Complaints Policy is available upon request or via the policies section of our website.
Access to information
Source Supply complies with the Data Protection Act 2018 and UK GDPR.
We are committed to protecting the confidentiality and security of personal data belonging to clients and work-seekers.
Individuals have the right to access their personal data through a formal Subject Access Request (SAR). Requests will be handled in accordance with statutory timescales and legal requirements.
Reduce bureaucracy
While maintaining full legal and safeguarding compliance, Source Supply aims to minimise unnecessary administrative burdens for schools and candidates wherever possible.
We continuously review our processes to improve efficiency without compromising professional or statutory obligations.
How to contact us
Sheffield office:
T: 0114 3830022 E: sheffield@sourcesupply.co.uk
Teesside office:
T: 01642 903232 E: teesside@sourcesupply.co.uk
Website:
www.sourcesupply.co.uk
