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Complaint policy
At Stoutz&Co, we are committed to providing a professional and fair service. Our Complaints Policy outlines how clients, candidates, and website users can raise concerns or complaints, and how we investigate and resolve issues promptly, fairly, and confidentially.
Stoutz & Co Recruitment Ltd – Complaints Policy
Effective Date: 10/05/2026
Stoutz & Co Recruitment Ltd (“the Agency”, “we”, “us”, “our”) is committed to providing a professional, fair and transparent recruitment service to Candidates, Clients and other users of our services.
We take complaints seriously and aim to resolve concerns promptly, fairly and professionally.
1. Purpose
This policy outlines how complaints relating to the Agency’s recruitment services may be submitted, investigated and resolved.
2. Who Can Make a Complaint
Complaints may be made by:
• Candidates;
• Clients;
• prospective Clients;
• website users;
• other parties directly affected by the Agency’s recruitment activities.
3. How to Submit a Complaint
Complaints should be submitted in writing wherever reasonably possible.
Please include:
• your full name and contact details;
• details of the complaint;
• relevant dates and individuals involved;
• any supporting documents or evidence.
Complaints may be submitted by:
Email: info@stoutzandco.co.uk
Website Contact Form: Via the contact form available on our website.
Post:
Stoutz & Co Recruitment Ltd
No1 Business Centre
1–11 Alvin Street
Gloucester
GL1 3EJ
4. Complaint Handling Process
Upon receiving a complaint, the Agency may:
• acknowledge receipt of the complaint;
• review the information provided;
• investigate the matter internally;
• contact relevant parties where necessary;
• request additional information where required;
• provide a response within a reasonable timeframe.
The Agency aims to acknowledge complaints within five (5) business days where reasonably practicable.
Where additional time is required due to the complexity of the matter, the complainant will be informed of progress where appropriate.
5. Confidentiality
Complaints will be handled confidentially where reasonably possible.
Information relating to complaints will only be shared where necessary to investigate, resolve or respond to the matter.
6. Resolution Outcomes
Following investigation, the Agency may:
• provide clarification or explanation;
• apologise where appropriate;
• take corrective action;
• review or improve internal procedures;
• decline the complaint where insufficient evidence exists.
7. Unreasonable or Abusive Conduct
The Agency reserves the right to limit communication or discontinue engagement where a complainant behaves abusively, threateningly, discriminatory, harassing or unreasonably.
The Agency may also decline to continue investigating complaints considered vexatious, malicious or repetitive without reasonable grounds.
8. External Matters
The Agency’s complaints process does not replace or restrict any legal rights or regulatory procedures available to individuals under applicable law.
Employment disputes between Candidates and Employers may fall outside the Agency’s direct control or responsibility.
9. Continuous Improvement
Complaints may be reviewed periodically to help improve the Agency’s recruitment services, processes and Candidate/Client experience.
10. Governing Law
This policy shall be governed by and interpreted in accordance with the laws of England and Wales.
11. Contact Details
Stoutz & Co Recruitment Ltd
No1 Business Centre
1–11 Alvin Street
Gloucester
GL1 3EJ
Company Number: 17224626
Email: info@stoutzandco.co.uk
Website: Stoutz & Co Recruitment Ltd