C&D Group (“the Company”)

Policy Name:         


Complaint’s Policy and Procedure





V5 – updated August 2019



Complaints Policy


C&D Group is committed to providing a high level of service to our customers and workers.  If you do not receive satisfaction from us or whilst working on assignment with one of our clients, we need you to tell us about it.  This will help us improve our standards.


Complaints Procedure


If you have a complaint, please contact Marie Ariyaratne, Compliance Administrator by phone on 07469 855362 in the first instance so that we can try to resolve your complaint informally.  If you are not satisfied, please contact Marie in writing, detailing the full nature of your complaint.  You can contact her on, or write to her at Units 2/3, Copse Farm, South Marston, Swindon, Wiltshire, SN3 4UQ.


Next Steps


  1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the details.   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 2-5 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 acknowledgement letter and confirm what will happen next.  You can expect to receive our acknowledgement letter within 2-5 days of your reply.


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


  • We may ask the member of staff who dealt with you to reply to us regarding your complaint.  This will happen within 5 days of our request.
  • We will then examine the member of staff’s reply and the information you have provided for us and if necessary, we may ask you to speak to them.  This will take up to 4 days from receiving their reply.


  1. Marie will then invite you to meet with her to discuss and hopefully resolve your complaint.  She will do this within 5 days of the end of our investigation.


  1. Within 2 days of the meeting, Marie Ariyaratne will write to confirm what took place and any solutions she has agreed with you.  If you do not want a meeting or it is not possible, Marie Ariyaratne will send you a detailed reply to your complaint.  This will include her suggestions for resolving the matter.  She will do this within 5 days of completing her investigation.


  1. At this stage, if you are not satisfied please contact Lynne Boulton, Group Managing Director  by email to  Please detail the reason for your, dis-satisfaction with the initial process with Marie Ariyaratne.  You can also write to her at Units 2/3, Copse Farm, South Marston, Swindon, Wiltshire, SN3 4UQ.


  1. We will let you know the outcome of this review within 5 days of the end of the review.  We will write to you, confirming our final position on your complaint and explaining our reasons.


  1. If you are still not satisfied, you can contact the Employment Agencies Standards Inspectorate at the Department for Business Innovation and Skills or the REC, the industry trade association of which we are a member by writing to the Consultancy and Compliance Team, REC, Dorset House, 1st Floor, 27-45 Stamford Street, London, SE1 9NY.


If we have to change any of the timescales above, we will let you know and explain why.We will, however, comply with any statutory procedures that may relate to your complaint.

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