Specialist marketing, digital & creative recruitment consultancy

Complaints Policy & Procedure

fishtank is committed to providing a high level service to  our  clients  & candidates. If you are not happy with the service you receive from us we need  you  to  tell  us  about  it.  This will help  us  to improve our standards.

Complaints Procedure

In the first instance,  if you have a complaint please contact   Owen  O’Neill  on   0117 905 5160 and they will discuss your complaint  and  reason  for  dissatisfaction with  the  service  you  have  received,  and  explain  actions  to  be taken.

However, if you prefer or feel it necessary to register your complaint in writing, you can  write to Owen O’Neill at 15 Colston Street, 3rd  Floor, Bristol BS1   5AP.

Next steps following  a written complaint:

  • We will send you  a  letter  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 5 days of us receiving your complaint.
  • We will record your complaint in our central register within 2 days of having received it.
  • We will acknowledge your reply to our acknowledgment letter and confirm what will happen next. You can expect to receive our acknowledgement letter within 5 days of your reply.
  • 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.
  • Owen will then invite you to meet one of them to discuss and hopefully resolve your complaint. They will do this within 5 days of the end of our investigation.
  • Within 2 days of the meeting, Owen will write to you to confirm what took place and any solutions they have agreed with you.

If you do not want a meeting or it is not possible, Owen will send you a reply to your complaint. This will include their suggestions for resolving the matter. They  will do this within  5  days  of  completing  their investigation.

  • At this stage, if you are still not satisfied you can write to us again and your complaint will be referred to another Manager or Director who will review the complaint and actions taken.
  • We will let you know of the outcome of the further 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 REC, the industry trade association, of which we are a member by writing to the Professional Standards Manager, REC, 15 Welbeck Street, London, W1G 9XT, or the Employment Agencies Standards Office at the Department of Trade and Industry.

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