Complaints Procedure
How to raise a concern with us, what we will do about it, and where to take it if our answer is not good enough.
1. Who this procedure is for
This procedure is open to anyone who deals with KAB Projects and is unhappy with something we have done or failed to do. That includes:
- Work-seekers — candidates and contractors we have placed, tried to place, or registered with us;
- Clients — hirers we supply, or have quoted;
- Suppliers — umbrella companies, payroll intermediaries and other partners; and
- Website visitors and anyone else affected by how we work.
You do not need to have been placed by us, or to have signed anything with us, to use it. There is no charge, and using it does not affect any other right you have.
We are an employment agency and an employment business regulated by the Conduct of Employment Agencies and Employment Businesses Regulations 2003. Having a route for work-seekers to raise concerns, and dealing with them properly, is part of that. This page is that route.
2. How to complain
Please raise it with us first. Most things are quicker to fix directly than through anyone else, and we would rather hear it early.
| Route | Detail |
|---|---|
| admin@kabprojects.com — please put Complaint in the subject line so it is not treated as an ordinary enquiry. | |
| Telephone | 0161 804 2000 |
| Post | Complaints, K A B PROJECTS (NW) LTD, Apartment 2 Park Court, 1a Mesne Lea Road, Worsley, Manchester, England, M28 7EU |
It helps us if you can tell us what happened and roughly when, who you dealt with if you know, what went wrong from your point of view, and what you would like us to do about it. If you would rather talk it through before putting anything in writing, call and say so.
If your complaint is about a specific person here, you can ask for it to be handled by someone else. We will do that wherever we reasonably can.
3. What happens next
- Within 3 working days — we acknowledge your complaint, tell you who is dealing with it, and confirm what we have understood the complaint to be. If we have misunderstood, that is the moment to correct us.
- Within 20 working days — we give you a full written response: what we found, whether we accept the complaint in whole or in part, and what we are doing about it.
- If it is going to take longer — because a complaint is complex, or because someone we need to speak to is offshore or on leave — we will tell you before the 20 days are up, explain why, and give you a date.
Complaints are handled by a director. We keep a written record of every complaint, what we found and what we changed as a result, and we review those records so that the same thing does not keep happening.
4. If you are still not satisfied
If our response does not resolve it, tell us and ask for it to be reviewed by a director who has not been involved. If that still does not settle it, you can take it further.
Work-seekers — Employment Agency Standards Inspectorate
The EAS enforces the Conduct Regulations and the Employment Agencies Act 1973. You can complain to them directly, at any point, and you do not need our permission or our agreement to do so.
Employment Agency Standards Inspectorate
Helpline: 0800 917 2368
gov.uk/government/organisations/employment-agency-standards-inspectorate
Personal data — Information Commissioner's Office
If your complaint is about how we have handled personal data, you can complain to the ICO. Our privacy policy explains what we hold and why.
Information Commissioner's Office
Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Helpline: 0303 123 1113
ico.org.uk/make-a-complaint
Pay, holiday and working time
If your complaint concerns unpaid wages, holiday pay or the National Minimum Wage, you can contact Acas on 0300 123 1100 or the HMRC National Minimum Wage enquiry line on 0300 123 1100. Acas advice is free and independent.
Clients and suppliers
Where a written agreement between us sets out its own dispute route, that route applies in addition to this one, not instead of it.
5. Raising something anonymously
You can raise a concern without giving your name, and we will still look into it. Be aware that an anonymous complaint limits what we can investigate and means we cannot come back to you with an outcome.
Concerns about modern slavery, exploitation or forced labour can also be raised at any hour through the Modern Slavery Helpline on 08000 121 700. See our modern slavery statement.
6. Records and confidentiality
We keep complaint records for six years from the date the complaint is closed, so that we can show a pattern of how concerns were handled if we are ever asked. Records are kept securely and shared internally only with the people who need them. Where a complaint contains personal data, our privacy policy governs how it is handled.
Nobody will be treated less favourably by KAB Projects for raising a complaint in good faith — not in the work we offer them, not in the references we give, and not in whether we keep working with them.
7. Review
This procedure is reviewed at least annually, and sooner if the law changes or if the way we handle complaints needs to change. If you think the procedure itself could be better, that is also worth telling us.