Complaints Procedure
1. Purpose
Strat-Bridge is committed to providing a professional and high-quality service to every client and candidate we work with.
We recognise that there may be occasions where the service provided does not meet expectations. Where this happens, we want to know about it so that the matter can be reviewed and resolved.
This procedure explains how a complaint can be raised, how it will be handled, and what can be expected at each stage.
Strat-Bridge maintains this procedure in line with the requirements applicable to employment agencies and employment businesses under the Conduct of Employment Agencies and Employment Businesses Regulations 2003.
2. Scope
This procedure applies to complaints raised by:
- candidates and prospective candidates
- clients and prospective clients
- any other party who has engaged with Strat-Bridge in connection with our services
It covers complaints relating to the conduct of our services, the behaviour of individuals acting on our behalf, the handling of personal data, and any other aspect of our business.
3. Our Commitment
Every complaint will be treated seriously, fairly and without prejudice to any ongoing or future relationship with Strat-Bridge.
We are committed to ensuring that:
- complaints are acknowledged promptly
- matters are reviewed objectively and proportionately
- individuals raising complaints are treated with respect
- no individual is disadvantaged as a result of raising a complaint in good faith
Complaints will be handled confidentially. Information will only be shared where necessary to review and resolve the matter.
4. How to Raise a Complaint
A complaint may be raised in writing by email to info@strat-bridge.com, or by post to the registered office address set out at the end of this procedure.
Where possible, please include:
- your name and preferred contact details
- a description of the matter giving rise to the complaint
- relevant dates, roles or individuals involved
- details of any steps already taken to resolve the matter
- the outcome you are seeking
Complaints may also be raised verbally in the first instance. Where a matter is raised verbally, we will confirm our understanding of the complaint in writing so that there is a clear and accurate record.
5. Informal Resolution
Many concerns can be resolved quickly through direct discussion.
Where appropriate, we will seek to address the matter informally in the first instance by discussing it with the individual concerned and clarifying expectations.
Where a matter is more serious, or where informal resolution is not appropriate or has not resolved the issue, it will be handled under the formal process set out below.
6. Formal Process
Where a complaint is handled formally, the following steps will apply.
Acknowledgement. We aim to acknowledge receipt of a complaint within five working days.
Review. The complaint will be reviewed by a Director or another appropriate individual. Wherever possible, given the size of the business, the review will be conducted by someone who has not been directly involved in the matter. The review will consider the information provided, any relevant records, and any further information required from the parties involved.
Response. We aim to provide a written response within twenty working days of acknowledgement. The response will set out our understanding of the complaint, the findings of our review, and any action we propose to take.
Where a complaint is complex and additional time is required, we will explain the reason for the delay and provide a revised timeframe.
7. Escalation
If you are not satisfied with our response, you may request that the matter is escalated for further review.
Wherever possible, escalated complaints will be reviewed afresh by someone who has not previously been involved in the matter. We will confirm the outcome of any escalated review in writing.
8. External Referral
Where a complaint cannot be resolved directly, it may be raised with an appropriate external body.
Complaints relating to the conduct of employment agencies and employment businesses may be raised with the Fair Work Agency, the state regulator for employment agencies and employment businesses, which assumed this responsibility from the Employment Agency Standards Inspectorate in April 2026.
Complaints relating to the handling of personal data may be raised with the Information Commissioner’s Office, as set out in our Privacy Policy.
Raising a matter externally does not prevent us from continuing to review and seek to resolve it directly.
9. Records and Review
We maintain a record of complaints received, the review undertaken and the outcome reached.
Complaint records are retained in accordance with our data retention practices and handled in line with our Privacy Policy.
Complaints are reviewed periodically to identify any themes or opportunities to improve our service.
10. Contact
Complaints and any questions relating to this procedure should be directed to:
Stratbridge Ltd (trading as Strat-Bridge)
27 Old Gloucester Street, London, United Kingdom, WC1N 3AX
Registered in England and Wales, Company No. 13734497
