Connect2Hackney is committed to providing a high-level service to our customers. 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

1. Stage One

If you have a concern or complaint, please contact our Business Manager, Will Fletcher, in the first instance so that he can try and resolve your concern or complaint informally.

You can contact Will by phone and/or email :

Phone: 0208 356 3088 | Email: Will.Fletcher@connect2hackney.co.uk 

2. Stage Two

If you are unsatisfied with the response you have received from the Business Manager and your complaint remains un unresolved, please escalate your complaint to our Head of Governance, Assurance and Risk, Katie Feehan.

You can write or email Katie at the following :

Email: katie.feehan@csltd.org.uk

Address: Connect2Hackney, Commercial Services Group, 1 Abbey Wood Road, Kingshill, West Malling, Kent, ME19 4YT

What Happens Next

Step 1 : Acknowledgement (Within 2–5 Working Days): We will send you a letter/email 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.

Step 2 : Recording the Complaint: Your complaint will be recorded in our central register within 1 working day of the complaint being received.

Step 3 : Confirmation of Next Steps: Once any requested details and/or clarification is received from yourself, we will confirm next steps within 2–5 working days of your reply.

Step 4 : Investigation Process: 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 4 days from receiving their reply.

Step 5: Where appropriate, Katie Feehan  or a delegated member of Katie’s Team may invite you to a meeting to discuss findings and seek resolution. This will be within 5 working days of the end of our investigation.

Step 6 : Written Outcome : Where a meeting has been help, a written summary will be provided within 2. If a meeting could not be scheduled in the instance you do not want a meeting or it has not been possible to arrange a meeting, Katie Feehan or a delegated member will send a detailed reply to your complaint detailing the suggestions for resolving the matter. This will be within 5 working days of the investigation.

3. Stage Three

If you are still not satisfied you can contact Nicola Cook (Regional Business Director) by writing to nicola.cook@csltd.org.uk who will review Katie’s decision within 10 working days.

We will write to you confirming our final position on your complaint and explaining our reasons. If we have to change any of the time scales above, we will let you know and explain why.

4.  Stage Four : External Review Options

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

Agency Workers Regulations (AWR)

For AWR-related concerns, contact Katie Feehan on 01622 236896, in the first instance so can try and resolve your complaint informally. Our AWR Equal Treatment Policy is available on request.

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