Complaints Procedure

We want to hear from you if something has gone wrong, so we can put it right.

We review this page regularly against our working practices and current UK law. If you have a question about it, email support@spelloutsourcing.com.

This procedure applies to candidates, employer clients and anyone else who has dealt with SpellOutsourcing. Raising a complaint will not affect how we treat you or how we consider you for opportunities.

How to complain

Please email support@spelloutsourcing.com with "Complaint" in the subject line. If you would prefer to complain another way, or need us to make adjustments to help you raise a complaint, tell us and we will do our best to help.

What to include

  • your name and how you would like us to contact you;
  • your registration or enquiry reference, if you have one;
  • what happened, when, and who was involved;
  • copies of any relevant messages or documents;
  • what you would like us to do to put things right.

How we handle complaints

  1. Acknowledgement. We will confirm that we have received your complaint and tell you who is looking into it.
  2. Investigation. Someone who was not directly involved, where possible, will review what happened. We may contact you for more information.
  3. Response. We will write to you with what we found, whether we uphold your complaint and any action we will take.

We will acknowledge your complaint promptly, keep you informed while we look into it and aim to resolve it as quickly as we can. If our investigation will take longer than expected, we will tell you why and when you can expect a full response.

If you are still unhappy

If you are not satisfied with our response, tell us and a more senior person will review your complaint.

  • Complaints about personal information: you can contact the Information Commissioner's Office at ico.org.uk/make-a-complaint or on 0303 123 1113.
  • Complaints about the conduct of recruitment services: the government's Pay and work rights helpline and complaints service on GOV.UK explains how to raise a complaint with the relevant enforcement body.
  • Employment matters with an employer: if your complaint is about an employer rather than about us, ACAS offers free, impartial advice at acas.org.uk.