Complaints Policy
Our commitment to handling complaints fairly, promptly, and effectively for all stakeholders
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Access our complete Complaints Policy document
Policy Overview
At Liberatus, we are committed to providing excellent service to all our stakeholders. We recognise that sometimes things can go wrong, and when they do, we want to hear about it so we can put things right and learn from our mistakes. This Complaints Policy outlines how we handle complaints from candidates, employers, partners, and other stakeholders.
Our Commitment
- We treat all complaints seriously and investigate them thoroughly
- We handle complaints fairly, promptly, and with respect
- We provide clear information about our complaints process
- We learn from complaints to improve our services
- We maintain confidentiality throughout the process
- We provide regular updates on complaint progress
What is a Complaint?
A complaint is an expression of dissatisfaction about our service, staff, or processes. This includes:
- Poor service delivery or communication
- Inappropriate behaviour by staff or representatives
- Failure to follow our policies or procedures
- Discrimination or unfair treatment
- Data protection or privacy concerns
- Any other matter that affects your experience with us
How to Make a Complaint
You can make a complaint in any of the following ways:
- Email: complaints@liberatus.co.uk
- Phone: +44 7540 769753
- Post: Liberatus Corporation, Cambridge, UK
- In person: Speak to any member of our team
Complaint Process
Initial Response
We will acknowledge your complaint within 2 working days and provide you with a reference number.
Investigation
We will investigate your complaint thoroughly, gathering all relevant information and speaking to relevant parties.
Response
We will provide a full written response within 10 working days, explaining our findings and any actions taken.
Follow-up
We will follow up to ensure you are satisfied with our response and any actions taken.
Escalation Process
If you are not satisfied with our response, you can escalate your complaint:
- Stage 1: Contact our Complaints Manager
- Stage 2: Contact our Chief Executive Officer
- External: Contact relevant regulatory bodies (e.g., ICO for data protection issues)
What We Need from You
To help us investigate your complaint effectively, please provide:
- Your name and contact details
- A clear description of what happened
- When and where the incident occurred
- Names of any staff members involved
- Any relevant documentation or evidence
- What you would like us to do to resolve the matter
Our Response Times
Acknowledgment
2 working days
Full Response
10 working days
Contact Us
For any questions about this Complaints Policy or to make a complaint, please contact us:
Email: complaints@liberatus.co.uk
Phone: +44 7540 769753
Address: Liberatus Corporation, Cambridge, UK
Last updated: January 2025
This policy may be updated from time to time. We will notify you of any significant changes.