Feedback Policy & Procedure
The Recruitment and Employment Confederation (REC) is committed to providing a world class service. If you feel you have not received a satisfactory experience from us or have feedback on any service we provide then we would be very grateful if you would tell us about it.
This formal policy is intended to ensure that all feedback is handled fairly, consistently and wherever possible resolved to your satisfaction. The comments & feedback received are enormously valuable to us and are taken extremely seriously where a service received falls short of our own high standards
When should the feedback procedure be used?
Put simply; when you would like to tell us you are not happy or are dissatisfied about any product, service or contact you have had with REC or any of the REC's Business Partners.
When should the feedback procedure NOT be used?
When you would like to tell us about a poor service received from a REC Member company or IRP Individual member. If this is the case please contact the REC Standards team; details can be viewed at: www.rec.uk.com/about-recruitment/standards/How_to_Complain
REC's responsibility is to:
formally acknowledge your communication in writing;
respond within an agreed period of time;
deal reasonably and sensitively with the content;
take actions where appropriate.
REC’s commitment is to ensure that:
communicating your feedback is as easy as possible;
we treat your feedback as a clear expression of dissatisfaction with our service;
we deal with it promptly, appropriately, politely & confidentially;
we respond in the correct way – openly, honestly & constructively;
we learn from your feedback & utilise the outcomes to improve our service;
we annually review our feedback policy & procedure.
Your responsibility is to:
give your feedback in writing within 2 weeks of the issue arising;
give your feedback directly to the REC Customer Contact Centre;
articulate your feedback as clearly & concise as possible, including any actions taken;
allow REC a reasonable amount of time to process your feedback;
recognise that some circumstances may be beyond REC’s control.
For any feedback relating to REC Business Partners
The REC does not endorse any of the products or services supplied; or warrant the suitability or fitness for purpose of their products or services for any organisation seeking to use them. REC Members must conduct their own enquiries and take such advice as is necessary before purchasing any of the products or services offered by REC Business Partners. However, the REC does have a process in place if an REC member wishes to provide feedback to the REC about the service they have received from the REC Business Partner. Click here to complete the online form which will be sent to the REC's Customer Contact Centre and Commercial Team for review and next steps. The REC will then respond to all member feedback within 48 hours.
Please feel free to contact the REC Customer Contact Centre using any method shown on the top right hand corner of this page.
Once received your feedback will be investigated and responded to by the Customer Contact Centre.
If, for what ever reason, the Customer Contact Centre is unable to respond to your satisfaction and if there is necessary reasoning to elevate your communication within the REC, there is a rigorous escalation process to ensure we respond appropriately.
All your views and feedback will be logged alongside our responses and conclusions. Records are securely and confidentially maintained through electronic systems and will only be accessible to those within REC for quality control, quality assurance and training purposes. REC will regularly report & analyse feedback content, trends & root cause with intentions to continuously improve our products & services as well as the experience you receive.
Phone:020 7009 2100
Fax: 020 7935 4112
Customer Contact Centre
Recruitment & Employment Confederation
First Floor, Dorset House
Stamford Street, London