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Complaints Policy

Nexter Ltd is committed to providing a high level service to our customers. If you are not satisfied with the service you receive 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 a Team Leader by telephone on 0113 328 0668 in the first instance so that we can try to resolve your complaint informally. At this stage, if you are not satisfied please contact Nick Breeze, Director – nick.breeze@nexter.co.uk. 

Next Steps
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 initial 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;

•    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 5 days from receiving their reply.

5.    A Team Leader/Director will then invite you to meet him/her to discuss and hopefully resolve your complaint. S/he will do this within 5 days of the end of our investigation.

6.    Within 2 days of the meeting a Team Leader/Director will write to you to confirm what took place and any solutions s/he has agreed with you.

•    If you do not want a meeting or it is not possible, a Team Leader/Director will send you a detailed reply to your complaint. This will include his/her suggestions for resolving the matter. S/he will do this within 5 days of completing his/her investigation.

7.    At this stage, if you are still not satisfied you can contact the Employment Agencies Standards Inspectorate on 020 7215 5000.

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

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