Customer Service Policy

Version 2.0 – Updated October 2025



Recruit Mint is committed to delivering exceptional service to clients, candidates, suppliers, and other stakeholders.


This policy defines the standards, accountability, and processes by which we handle queries, feedback, and complaints, to ensure responsiveness, fairness, and continuous improvement.

Scope

This policy applies to all interactions and relationships that Recruit Mint has with:

  • Clients / Employers
  • Candidates / Job seekers / Temporary workers
  • Suppliers, subcontractors, and partners
  • Any person or body making a query, complaint, or request for service


It covers all communication channels including telephone, email, in person, web, social media, and portal communications.

Principles & Commitments

Recruit Mint commits to:


1. Responsiveness & timelines

  • Acknowledge all queries, feedback or complaints promptly (ideally within 1 working day).
  • Provide a substantive response (or update) within 3 to 5 working days, or sooner where possible. (Currently your policy states “we will respond … within 3–5 working days.”) recruitmint.com
  • If unable to meet the timeline (e.g. due to complexity), we will inform the requester and agree a new deadline.

2. Professionalism & courtesy

  • All staff (consultants, support, management) will receive training in customer service standards.
  • Communication will be polite, clear, professional, honest, and respectful.
  • Staff will endeavour to act promptly, be well-informed, and maintain consistency in service.

3. Transparency & communication

  • If a response will be delayed, we will proactively inform the requester with explanation and revised timeline.
  • We will keep customers informed of progress on resolving their concerns.

4. Fairness & equality

  • Every query or complaint will be treated impartially, judged on its merits, and not influenced by status, seniority, or other extraneous factors.
  • We will ensure consistency in how policies and standards are applied across all customers.

5. Privacy & data protection

  • Personal or sensitive information shared will be handled in accordance with UK GDPR and our Privacy Policy.
  • We will ensure confidentiality, subject to legal obligations or exceptional disclosure circumstances.

6. Continuous improvement

  • Complaints and feedback will be used to identify root causes, trends, and necessary changes.
  • Management will regularly review complaint data and feedback to drive improvements.
  • This policy will be reviewed at least annually (or sooner if circumstances change).

7. Accessibility

  • This policy and the complaints procedure will be clearly available (on website, in candidate/client handbooks, via email).
  • We will ensure that making a complaint or query is not unduly burdensome.


Procedure for Queries, Feedback & Complaints

1. Submission / Receipt

  • Queries, feedback, or complaints may be submitted via:
  • Email
  • Telephone
  • Online form / web portal
  • In writing (post)
  • In person
  • In each case, the recipient should record the request in our central Customer Service / Complaints Log, capturing key details:
  • Requester name & contact
  • Date & time
  • Nature / subject of query / complaint
  • Any evidence or supporting documents
  • Assigned handler or team

2. Acknowledgement

  • Within 1 working day, we will send an acknowledgement (or confirm receipt) to the requester.
  • The acknowledgement should state:
  • Who is handling the matter
  • The expected timeframe for a substantive response
  • Any reference or case number

3. Investigation & Response

  • The appointed handler (or appropriate manager) will investigate:
  • Review available documents, records, correspondence
  • Interview or gather input from relevant parties if needed
  • Assess facts impartially and objectively
  • Where a complaint is complex or requires liaison with third parties or clients, the handler should keep the requester informed of progress and expected timelines.
  • A written response (or response via email, as appropriate) should be issued by the agreed deadline (normally within 3–5 working days). The response should:
  • Address each point raised
  • Provide reasons / rationale
  • Outline any action to be taken (or reasons why none)
  • Include instructions on how to escalate or appeal if unsatisfied

4. Escalation / Appeal

  • If the requester is not satisfied with the outcome, they may escalate the matter to a Senior Manager / Managing Director.
  • The escalation must be submitted within 5 working days of receipt of the original response.
  • The senior manager will arrange a review, possibly a meeting, and issue a final decision in writing, normally within 5 working days of escalation.
  • The final decision will be communicated clearly and explain its rationale; it will be binding internally.

5. Monitoring, Reporting & Learning

  • All complaints, resolutions, and metrics (e.g. response times, outcomes) are logged and maintained in the Customer Service database / CRM system.
  • Periodic reports (e.g. quarterly) are produced for senior management, showing:
  • Number of queries / complaints
  • Response times met / missed
  • Root cause categories
  • Corrective or preventive actions taken
  • Trends & recurring issues
  • Action items arising from reviews will be tracked to completion.

Definitions

  • Query / Enquiry: A request for information, clarification, or assistance.
  • Feedback: Input or suggestions for improvement.
  • Complaint: An expression of dissatisfaction, whether justified or not, about our services, conduct, or performance.
  • Requester: The client, candidate, supplier or other person raising the issue.
  • Handler / Investigator: The person assigned to manage, investigate, and respond to the issue.
  • Working Day: Monday to Friday, excluding UK public holidays.

Non-Retaliation

No individual will suffer adverse treatment, victimisation or detriment for raising a genuine query or complaint, or participating in the resolution process. Any retaliation is a disciplinary matter.

Contacts

If you have questions, complaints or feedback about our services, contact us:


Recruit Mint Ltd
 17 Church Walk
 Peterborough, Cambridgeshire, PE1 2TP

Phone: 01733 802300
 Email: peterborough@recruitmint.com
 Website: www.recruitmint.com