Formal Complaints Policy and Procedure

Morgan Hunt is committed to providing the highest level of service to our customers and have received numerous accolades for our customer service. If you are dissatisfied with any aspect of the service you receive from us we encourage you to let us know.

If you have a complaint, please write to Rebecca Cawston, Compliance & Contracts Manager at the following address; Morgan Hunt, 5th floor, 16 Old Bailey, London, EC4M 7EG or, send an email to feedback@morganhunt.com

 

The Complaints Procedure - What happens now?

  1. We will send you a letter / email to acknowledge your complaint, confirm the details and set out what happens next. We may request further information from you as appropriate. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our acknowledgement letter within a maximum of 5 working days of us receiving your complaint.
  2. We will record your complaint in our central register within a day of having received it.
  3. A full response to your complaint will be sent to you within 5 working days by the appropriate Manager/Director; s/he may also wish to discuss the events surrounding your complaint directly with you.
  4. If you are not satisfied with the outcome you can request in writing that the decision of the Manager/Director to whom the matter was first referred, be reviewed.

At this stage your complaint will be escalated to the Operations Director at Morgan Hunt to review the initial decision. We will let you know of the outcome of this review in writing as soon as possible and this decision will be final.

  1. We aim to acknowledge, investigate and resolve all complaints within 14 working days of receipt.
  2. If you are still not satisfied with the outcome of your complaint, you can contact the Employment Agencies Standards Office at the Department of Business, Enterprise and Regulatory Reform:


Dept for Business, Enterprise & Regulatory Reform (BERR)
Employment Agency Standards (4140)
1 Victoria Street
London
SW1H 0ET
Email: eas@berr.gsi.gov.uk
Helpline: 0845 955 5105