Complaints Procedure
At Orion Electrotech, we are committed to delivering high-quality services and maintaining a high standard of
customer care. However, we recognise that sometimes things may not go as expected. This procedure explains how you can raise a complaint and how we will handle it.
Who can raise a complaint
This procedure applies to clients, candidates, workers, suppliers, and any other individuals or organisations who wish to raise a concern about our services.
How to make a complaint
If you would like to make a complaint, please contact us via email:
Email: customercare@orion-group.co.uk
Information to include
To help us investigate your complaint as efficiently as possible, please include:
- Your full name
- Your contact details (telephone and email address)
- Confirmation that you are raising a complaint
- Relevant dates and times
- The type of service we provided to you
- A summary of the issue and why you are dissatisfied
What to expect
Working hours
Complaints are reviewed during our business hours:
Monday to Friday, 08:00 – 17:30
Acknowledgement
We will acknowledge your complaint within 2 business days of receipt.
Investigation
Your complaint will be handled by a member of our Senior Management Team, who will carry out a
thorough investigation. We may contact you for further information during this process.
Response
We will typically provide a full response via email within 14 business days of receiving your complaint. If additional time is required, we will inform you and provide an updated timeframe.
Putting things right
Where we identify that something has gone wrong, we are committed to resolving the issue appropriately. This may include:
- Apologising and acknowledging the issue
- Providing a clear explanation
- Offering appropriate support or a remedy
- Improving our policies, procedures, or practices
- Providing additional training to our team where required
If you are not satisfied
If you are not satisfied with the outcome of your complaint, you may escalate the matter to an independent body.
Regulator
Our services are regulated by the Employment Agency Standards Inspectorate (EAS).
Professional body
Orion Electrotech is a member of the Association of Recruitment Consultancies (ARC) and adheres to
its Code of Practice.
Legal options
We always aim to resolve issues at the earliest stage. However, if your complaint remains unresolved, you may wish to seek independent legal advice or explore other legal remedies available to you.
Information about your legal rights can be found via the Citizens Advice website.
Policy review
This Complaints Procedure is reviewed annually to ensure it remains effective and aligned with best practice.
