Legal
Complaints Policy
Statement
Founderr Ltd aims to give every client, candidate, worker and supplier a professional service. Where something falls short, Founderr wants to hear about it, put it right where it can, and learn from it.
The Founder handles every complaint personally and is accountable for this policy.
Who can complain
Any client, candidate, contract worker, supplier or other person affected by the way Founderr has acted may raise a complaint. Complaints about Founderr’s conduct as an employment agency or employment business, about the handling of personal data, and about the service received are all covered.
How to complain
Complaints should be sent by email to letsbuild@founderr.com, setting out what happened, when, and what outcome is being sought. A complaint can also be raised by telephone or in person, in which case the Founder will confirm the details back in writing so there is an agreed record.
How complaints are handled
- Acknowledgement. Every complaint is acknowledged in writing within two working days.
- Investigation. The Founder reviews the relevant records, including emails, call notes and engagement documents, and speaks to anyone involved where that is appropriate.
- Response. A full written response is sent within ten working days of acknowledgement. Where more time is genuinely needed, the complainant is told why and given a revised date.
- Outcome. The response sets out what was found, whether the complaint is upheld, and what Founderr will do as a result.
If you are not satisfied
The Founder’s response is the final internal stage. Where a complaint remains unresolved, the complainant may take it to the relevant external body:
- Clients and framework users. Through the client organisation’s own supplier management route, or through the framework or managed service provider under which Founderr was engaged.
- Conduct of an agency or employment business. The Employment Agency Standards Inspectorate, which enforces the Conduct of Employment Agencies and Employment Businesses Regulations 2003.
- Personal data. The Information Commissioner’s Office at ico.org.uk.
Records
A log of complaints is kept, recording the date received, the nature of the complaint, the outcome and any action taken. The log is available to clients on request and is reviewed annually to identify any recurring issue.
Review
This policy is owned by the Founder and reviewed annually.
Founderr Ltd. Registered in England and Wales, company no. 16679821. Registered office: 3rd Floor, 86-90 Paul Street, London EC2A 4NE.