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Complaints Policy

Date policy issued: May 2025

Review frequency: Every 12 months (as a minimum)

Review due date: March 2027

1. Introduction

At Milk Education, we are committed to providing exceptional recruitment services to both our candidates and clients in the education sector. We value feedback and are dedicated to addressing any concerns or complaints that arise. This policy outlines the process for handling complaints to ensure they are resolved fairly, promptly, and transparently.

2. Purpose

This policy aims to provide a clear and consistent approach for managing complaints from both candidates and clients. It ensures that all complaints are taken seriously, investigated thoroughly, and resolved in a timely manner.

3. Scope

This policy applies to all complaints related to the recruitment services provided by Milk Education, including but not limited to:

  • Complaints from candidates regarding the recruitment process, communication, job placement, or overall service.
  • Complaints from clients regarding the quality of candidates, service delivery, or any issues related to the recruitment process.

4. Making a Complaint

Anyone wishing to make a complaint can do so by contacting Milk Education through one of the following methods:

Complaints should include clear details of the issue, including relevant dates, names, and any supporting documentation or evidence.

5. Complaints Process

We aim to resolve complaints as quickly as possible, in a fair and transparent manner. The complaints procedure will follow these steps:

Step 1: Acknowledgement of the Complaint

Upon receipt of a complaint, we will aim to acknowledge it within 2 working days. This acknowledgement will confirm that the complaint is being processed and provide an overview of the next steps.

Step 2: Investigation

Once the complaint has been acknowledged, it will be investigated thoroughly. We may contact the complainant for further information if necessary. Investigations will aim to be completed within 10 working days of receiving the complaint.

Step 3: Response and Resolution

After investigating the complaint, we will aim to provide a formal response within 15 working days. The response will outline the findings of the investigation and, where appropriate, the steps that will be taken to resolve the issue.

Step 4: Escalation

If the complainant is not satisfied with the resolution provided, they can escalate the matter to a senior manager or director within Milk Education. An additional review will take place, and we will aim to provide a final response within 10 working days.

6. Complaints Categories

Complaints may fall into the following categories:

Candidates

  • Miscommunication or lack of communication during the recruitment process.
  • Inaccurate job information or job placement issues.
  • Disagreements over terms of employment.
  • Inappropriate behaviour or unprofessionalism by Milk Education staff.

Clients

  • Quality of candidates presented for roles.
  • Misunderstandings regarding recruitment processes or expectations.
  • Delays in recruitment timelines or response times.
  • Service related issues such as lack of support or poor communication.

7. Candidate Queries and Support

We will handle all complaints confidentially and only share details with those necessary for resolving the issue. Personal data will be processed in accordance with our Privacy Policy and relevant data protection legislation.

8. Customer Satisfaction

We continually strive to improve our services. As part of our commitment to quality, we may request feedback from complainants after the resolution of the complaint. This helps us identify areas for improvement and maintain high standards of service.

9. Unresolved Complaints

If a complaint is not satisfactorily resolved through our internal processes, the complainant may contact an external body, such as the APSCo, of which Milk Education is a member, for further assistance.

10. Conclusion

Milk Education is committed to providing high quality services to both our candidates and clients. We take complaints seriously and aim to resolve any issues in a prompt, fair, and professional manner. We welcome feedback as an opportunity to improve and better meet the needs of everyone we work with.

Contact Information

For questions regarding this policy or to discuss specific communication related concerns, please contact Milk Education – info@milk-education.co.uk.

This policy will be reviewed periodically to ensure compliance with relevant laws and best practice guidelines.