Complaints Policy

Company Name: Connect2Surrey

Date: January 2022

Connect2Surrey is committed to providing a high-level service to our customers. If you do not receive satisfaction from us, we need you to tell us about it. This will help us to improve our standards.

Complaints Procedure                                                                                                                                  

Stage One: If you have a complaint, please contact Sherree Norval, our Business Manager in the first instance so that she can try to resolve your complaint informally. Please email Sherree Norval at

Stage Two: At this stage, if you are not satisfied, please contact our Head of Quality Assurance and Compliance, Katie Feehan. You can write to her at: Connect2Surrey, 1 Abbey Wood Road, Kingshill, West Malling Kent ME19 4YT. Alternatively, email


Next steps

1. We will send you a letter/email acknowledging your complaint and asking 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 letter within 2-5 days of us receiving your complaint.

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

3. We will acknowledge your reply to our acknowledgment letter and confirm what will happen next. You can expect to receive our acknowledgment letter within 2-5 days of your reply.

4. We will then start to investigate your complaint. This will normally involve the following steps;

  • We may ask the member of staff who dealt with you to reply to your complaint within 5 days of our request;
  • 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 days from receiving their reply.

5. Katie Feehan may invite you to meet her to discuss and hopefully resolve your complaint. She will do this within 5 days of the end of our investigation.

6. Within 2 days of the meeting Katie Feehan will write to you to confirm what took place and any solutions she has agreed with you.

  • If you do not want a meeting or it is not possible, Katie Feehan will send you a detailed reply to your complaint. This will include his suggestions for resolving the matter. She will do this within 5 days of completing her investigation.

7. At this stage, if you are still not satisfied you can write to us again. Another senior member of our company will review Katie’s decision within 10 days.

8. We will let you know of the outcome of this review within 5 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 Innovation and Skills or the REC, the industry trade association, of which we are a member by writing to the Consultancy and Compliance Team, REC, Dorset House, 1st Floor, 27 - 45 Stamford Street, London, SE1 9NT.

If we have to change any of the time scales above, we will let you know and explain why.


At this stage, if you are not satisfied, please contact Helen Archer-Lock, Director on or alternatively Arabella Smith, Senior Board Officer on: 

NOTE:  In any event, we will comply with any statutory procedures that may relate to your complaint.