Complaints Policy

Our commitment

At Xpert-Career we aim to provide an excellent service to every candidate and client. If something goes wrong, we want to know so that we can put it right and learn from it. This policy explains how to raise a complaint and what you can expect from us.

How to complain

You can raise a complaint:

• by email: info@xpert-career.com (subject “Complaint”);
• by telephone: +44 7473 963234 (Monday – Friday, 9:30 am – 5:30 pm); or
• in writing to: 30 Riverhead Close, London, England, E17 5PY.

Please include your name and contact details, a clear description of your complaint, any relevant dates, names or reference numbers, and what you would like us to do to resolve it.

What happens next

1. Acknowledgement — we will acknowledge your complaint within 3 working days.
2. Investigation — a senior member of our team who was not involved in the matter will look into your complaint fairly and thoroughly.
3. Response — we will send you a full written response within 14 working days. If we need more time, we will tell you why and when you can expect our answer.
4. Review — if you are not satisfied with our response, you can ask for it to be reviewed by a director. We will give you a final response within a further 14 working days.

Data protection complaints

If your complaint is about how we have used your personal data, we will acknowledge it within 30 days and respond without undue delay, as required by data protection law. If you are still unhappy, you can complain to the Information Commissioner’s Office (ICO). See our Your Data Rights page for details.

Taking your complaint further

If you are a candidate or worker and believe we have breached the 1973 Act (1973 c. 35) or the Conduct Regulations 2003 (SI 2003/3319), you can contact the government body responsible for enforcing recruitment business standards. You can find its current contact details at gov.uk.

Making a complaint will never affect how we treat you or the opportunities we put forward to you.

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