Complaints Policy

PE Direct is committed to providing a high-level service to our customers (candidate and client). If you do not receive satisfaction from us, we need you to tell us about it. This will help us to improve our standards.

Complaints Procedure

If you have a complaint, please contact your consultant by phone 02921 303555 in the first instance so that we can try to resolve your complaint informally.

At this stage, if you are not satisfied, please contact Rob Williams, Managing Director. You can write to him at: Rob Williams, Managing Director, 2^nd Floor, Connie’s House, Rhymney River Bridge Road, Cardiff, CF23 9AF

Next steps

1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within 5 working days of us receiving your complaint.

1. We will record your complaint in our central register within a day of having received it.

1. We will acknowledge your reply to our acknowledgment letter and confirm what will happen next. You can expect to receive our acknowledgement letter within 5 working days of your reply.

1. We will then start to investigate your complaint. This will normally involve the following steps;

1. • We may ask the member of staff who dealt with you to reply to your complaint within 5 days of our request;
   • We will then examine the member of staff’s reply and the information you have provided for us. If necessary, we may ask you to speak to them. This will take up to 5 working days from receiving their reply.

1. Rob Williams (Managing Director) will then invite you to meet him to discuss and hopefully resolve your complaint. He will do this within 5 working days of the end of our investigation.

1. Within 2 days of the meeting Rob Williams will write to you to confirm what took place and any solutions he has agreed with you.

1. • If you do not want a meeting or it is not possible, Rob Williams will send you a detailed reply to your complaint. This will include his suggestions for resolving the matter. He will do this within 5 days of completing his investigation.

1. At this stage, if you are still not satisfied you can write to the REC, our trade association of which we are a member marked for the attention of the Consultancy and Compliance Team, REC, Dorset House, 1^st Floor, 27 – 45 Stamford Street, London, SE1 9NT.

If we have to change any of the time scales above, we will let you know and explain why.

Agency Work Regulations Complaints

Requests for information to the agency/client Day One rights are the sole responsibility of the client so Agency worker should address requests for information to the client.

Any queries about equal treatment will be dealt with on an informal basis. However, if an agency worker believes that s/he has not received his/her equal treatment rights, the Regulations allow the agency worker to request a written statement from PE Direct requesting information about the treatment that the agency worker has received (though s/he can only do this once s/he has completed the 12-week qualifying period).

Any queries about equal treatment will be dealt with on an informal basis. However, if an agency worker believes that s/he has not received his/her equal treatment rights, the Regulations allow the agency worker to request a written statement from PE Direct requesting information about the treatment that the agency worker has received (though s/he can only do this once s/he has completed the 12-week qualifying period).

To trigger this formal procedure, the agency worker must make the request in writing. Once PE Direct receives this request it will have 28 days to respond, and the written response will include the following information:

· relevant information relating to the basic working and employment conditions of the client’s workers.

the factors PE Direct considered when determining the basic working and employment conditions which applied to the agency worker at the time s/he allegedly did not receive the equal treatment they claim they were entitled to receive.

· relevant information which explains the basis on which the client’s comparable employee was identified and the relevant terms and conditions applicable to that employee.

The agency worker can then request a written statement from the client as to the information about the relevant basic working and employment conditions that apply to the client’s own workers, once 30 days from the date of the original request to the agency has passed. If an agency worker believes that the right to access the client’s collective facilities and amenities, or to receive information about relevant client vacancies has been breached, the agency worker can request information directly from the client about the access facilities and vacancies which is offered to the client’s own workers. The agency worker can go directly to the client in respect of these rights without contacting the agency in the first instance.

The failure to respond to an agency worker’s request for information by either the agency or client may have serious consequences in the event that an agency worker makes a claim to an Employment Tribunal for either a failure to provide equal treatment (basic working and employment conditions) or a failure to provide access to collective facilities and amenities and vacancies. If an Employment Tribunal finds that the agency or client deliberately and without good reason failed to provide the information requested, or that any written statement given in response to an information request is evasive or equivocal, it will be able draw an inference that the agency worker’s rights have been breached.

NOTE: In any event, we will comply with any statutory procedures that may relate to your complaint.