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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 and fair recruitment service to both clients and candidates.

We take complaints seriously and aim to resolve concerns promptly, fairly and professionally.

  1. Purpose

This policy outlines how complaints relating to our recruitment services may be submitted, investigated and resolved.

  1. Who Can Make a Complaint

Complaints may be made by:

  • Candidates

  • Clients

  • Prospective clients

  • Website users

  • Other parties affected by our recruitment activities

  1. How to Submit a Complaint

Complaints should be submitted in writing wherever possible.

Please include:

  • your name and contact details;

  • details of the complaint;

  • relevant dates and individuals involved;

  • any supporting documents or evidence.

Complaints may be submitted by:

  • Email: [Insert Email Address]

  • Contact Form: Click here

  • Post: No1 business Centre 1-11 Alvin Street Gloucester GL1 3EJ

  1. Complaint Handling Process

Upon receiving a complaint, the Agency will:

  • acknowledge receipt of the complaint;

  • review the information provided;

  • investigate the matter internally;

  • contact relevant parties where necessary;

  • provide a response within a reasonable timeframe.

Where additional time is required due to the complexity of the matter, we will keep the complainant informed of progress.

  1. Confidentiality

Complaints will be handled confidentially where reasonably possible.

Information relating to complaints will only be shared where necessary to investigate or resolve the matter.

  1. 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.

  1. Unreasonable or Abusive Conduct

The Agency reserves the right to limit communication or discontinue engagement where a complainant behaves abusively, threateningly or unreasonably.

  1. Continuous Improvement

Complaints are reviewed periodically to help improve our recruitment services, processes and client/candidate experience.

  1. Contact Details

Stoutz&Co Recruitment Ltd

No1 business Centre 1-11 Alvin Street Gloucester GL1 3EJ
INFO.STOUTZANDCO.CO.UK
www.stoutzandco.co.uk

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