Resolving a Complaint

Blue Pelican is committed to providing a high level service to our customers. If you do not receive a satisfactory response 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 Graham MacKenzie, Managing Director.

You can write to him at:

Graham MacKenzie, Managing Director, Blue Pelican, Calverley House, 55 Calverley Road, Tunbridge Wells, Kent, TN1 2TU

Tel: 01892 507100

Fax: 01892 520009

Email: graham.mackenzie@bluepelican.com

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Next steps: some or all of the following steps will be taken.

Acknowledgement

We will send you an email acknowledging your complaint which may also ask 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 response within 5 working days of us receiving your complaint.

Register Complaint

We will record your complaint in our central register within a day of having received it.

Investigation

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 working 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 4 working days from receiving their reply.

Response

Graham MacKenzie will send you a detailed reply to your complaint. This will include his suggestions for resolving the matter. He will do this within 5 working days of completing his investigation.

2nd Opinion

At this stage, if you are still not satisfied you can write to us again. Another Director of the company will review Graham Mackenzie’s decision within 10 working days

Response

We will let you know of the outcome of this review within 5 working days of the end of the review. We will write to you confirming our final position on your complaint and explaining our reasons. If you are still not satisfied, you can contact the Employment Agencies Standards Inspectorate at the Department for Business Enterprise & Regulatory Reform or the REC, the industry trade association, of which we are a member by writing to the Professional Standards Team, 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.