How to make a complaint

If you are unhappy with the way in which TLT has acted during the recruitment process, please contact us by email or in writing.

To help us to understand your complaint, and in order that we do not miss anything, please tell us:

• your full name and contact details
• what you think we have got wrong, and
• what you hope to achieve as a result of your complaint

If you require any help in making your complaint we will try to assist wherever possible.

Timescales

It is TLT's policy to deal with all complaints promptly, competently, reasonably and fairly. We will investigate all complaints fully and impartially, considering all relevant factors.

We aim to resolve candidate concerns and problems as quickly as possible but will acknowledge your concerns in writing within two working days. This will explain what will happen next and when you can expect to hear from us again. When we've completed our investigation, we'll send you a full written response within 28 days.

How will you deal with my complaint?

We will write to you within two working days acknowledging your complaint and enclosing a copy of this policy.

We will investigate your complaint. This will usually involve:

• reviewing your complaint
• reviewing your account and other relevant documents, and
• speaking with the person who dealt with your application or you have named in your complaint

We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.

We will update you on the progress of your complaint at appropriate times.

We may also, if appropriate, invite you to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to do so.

We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within 28 days of the date of our letter of acknowledgement.

What if I am not satisfied with the outcome?

Stage 1

If you are unhappy with the outcome of our complaints handling procedure please let us know and it will be escalated to the appropriate management level for review.

Stage 2

If your complaint is still not resolved, or you are not satisfied with the proposed way forward, it can be escalated to the Head of Recruitment. This is the final stage of the complaints process.