Complaints Policy

Sourcechange Limited is committed to delivering a high standard of service to clients, candidates and partners. If something falls short, we want to hear about it quickly so we can address the issue and keep standards where they should be.

This policy sets out how complaints can be raised and how we handle them. We keep the process straightforward, fair and timely.

Making a Complaint

We always encourage people to raise concerns informally first, as most issues can be resolved quickly with the person involved. If that doesn't sort it, a formal complaint can be made in writing.

Complaints should be sent to the Operations Manager at ops@sourcechange.com. Including your name, contact details, a clear explanation of what happened, who was involved, and what outcome you're looking for helps us investigate efficiently.

What Happens Next

Once we receive a formal complaint, we log it and acknowledge it within five working days. We'll confirm who is handling the matter and what to expect next. Sometimes we may need to verify identity or ask for further information if it's needed to progress the investigation.

A manager not involved in the issue will review the complaint. This may involve speaking with you, reviewing documents, clarifying the facts and speaking with any staff or third parties connected to the matter. We aim to provide a full response within ten working days of acknowledging the complaint. If a situation is particularly complex or involves data access rights, we'll update you and confirm any revised timescales.

Outcome and Appeal

Our written response will explain what we found, what we've done about it, and the reasons behind the decision. If you're not satisfied, you can request that the matter be reviewed by a Director who hasn't been involved so far. They'll carry out a further assessment and either uphold or amend the original decision. That outcome is final.

Fairness and Confidentiality

Complaints are handled confidentially and in line with data protection law. Raising a complaint will never lead to disadvantage or unfair treatment.

Improvement and Review

We routinely review complaints to identify themes, areas for improvement or training needs. This helps us strengthen our service and maintain the standards we expect of ourselves.

Last updated: January 2026