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Complaints Procedure

PSI Global Specialist Recruitment Limited are committed to ensuring any and all complaints are investigated fully and resolved in a way that is fair to all involved. Outcomes of any investigations carried out will be considered as part of our ongoing commitment to improving our current procedures and processes. This procedure applies to anyone who makes a complaint regarding any part of the operation of PSI Global, regardless of who makes it.

We consider a complaint to be any expression of dissatisfaction about our company, employees, candidates, clients, suppliers, or anyone else acting with PSI Global, or on our behalf. Complaints may be made by any person who is affected by our services, a partner, local organisation, employees, candidates, or members of the public. This procedure seeks to ensure that anyone who wishes to make a complaint under this policy understands how to do so and what to expect throughout the process.

How to Make a Complaint

You can make a complaint in writing to:

PSI Global Specialist Recruitment
C/o Human Resources
Office 205, The Bridgewater Complex
Canal Street
Liverpool, L20 8AH

Or via email to:

You will need to provide the following information within your complaint:

  • Your full name.
  • Your contact number(s).
  • Your address.
  • Details of the complaint in as much detail as possible.
  • Appropriate times to contact you back and the best method to do so.

Your contact details, details of the complaint, and any other information provided will be passed on to the relevant person to investigate the complaint.

What Happens Next?

Once you have made your complaint, and details have been passed to the relevant party, an investigation will be carried out. Where reasonably possible we will aim to resolve your complaint at the first point of contact. If we cannot do so due to the nature of your complaint, or further investigation is required, we will endeavour to investigate and propose a resolution within 2-4 weeks.

If an investigation is to be carried out, we will aim to keep you updated at agreed times to ensure you are aware of the progress of the complaint. We will do our best to make sure your complaint is handled as quickly as possible.

Responding to a Complaint

Findings and subsequent resolutions to a complaint will be communicated by phone and confirmed in writing via your preferred method (email or letter).


Details of any complaints will be handled in the strictest confidence, and only discussed with those who need to know for the purposes of the investigation, or for improvement reasons. If we are reasonably able to, we will keep the identity of the complainant anonymous.

Serious Complaints and Escalations

In cases involving a serious complaint, or a complaint being escalated these will be dealt with by the executive team and/or a director.

Recording and Reporting Complaints and Continuous Improvement

For improvement purposes, a log of complaints will be kept and a report to the senior management and directors. The contents of which will subsequently be discussed within senior management meetings with the aim of assessing if there are procedural or other changes that could be implemented which could avoid future occurrences.

This will also give us the ability to analyse performance over time and compare complaints data within set time frames or periods with the aim of reducing complaints received to a minimal figure.

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