Complaints Policy

Demob Job Ltd 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

If you have a complaint, please contact Adrian Cheesman, Managing Director. You can write to him at:

Demob Job Ltd
TEDCO Business Works
Henry Robson Way
Station Road
South Shields
Tyne & Wear
NE33 1RF

Tel: 0191 4274655

VERBAL COMPLAINT

1. Once you have spoken to Adrian Cheesman your complaint will be fully investigated.
   
   
2. He will respond to you verbally with the outcome of the complaint and any actions taken.
   
   
3. If you are still unhappy with the outcome you can move to the written stage of the complaints procedure.

WRITTEN COMPLAINT

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 days of us receiving your complaint.
   
   
2. We will record your complaint in our central register within a day of having received it.
   
   
3. 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 days of your reply.
   
   
4. 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.
      
      
   2. 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 days from receiving their reply.
      
      
5. Adrian Cheesman will then invite you to meet him to discuss and hopefully resolve your complaint. He will do this within 5 days of the end of our investigation.
   
   
6. Within 2 days of the meeting Adrian Cheesman will write to you to confirm what took place and any solutions he has agreed with you.
   
   
7. If you do not want a meeting or it is not possible, Adrian Cheesman 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 her investigation.
   
   
8. We will write to you confirming our final position on your complaint and explaining our reasons. 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 Professional Standards Manager, REC, 15 Welbeck Street, London, W1G 9XT.
   

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