CUSTOMER SERVICE POLICY

Noble Legal Ltd is a member of the Recruitment and Employment Confederation (REC) and adheres to their Code of Professional Practice.

Noble Legal Ltd Customer Service Policy Statement

At Noble Legal Ltd we endeavour to provide you with the best possible service at all times. If you would like to make any comments, suggestions, raise a query or make a complaint about the service you have received, please contact us, our contact details are set out below. We will respond to your query within 3 – 5 working days. This policy will be kept up to date, to reflect changes in the nature and size of the business. To ensure this, the policy and its effectiveness will be reviewed annually.

Courtesy

All recruitment consultants will be trained in customer service standards; will exhibit customer friendly service skills; and be knowledgeable, professional and courteous in meeting the needs of our customers.

Communication

We Noble Legal Ltd will return all phone calls and emails received from clients and registered candidates and applications in respect of specific vacancies within agreed timescales. Where we are unable to meet this agreement we will inform you of this as soon as possible and agree a new deadline.

Consistency

As part of our commitment to upholding professional standards, we will review our policies annually to ensure that they continue to meet business needs and the Recruitment and Employment Confederation’s Code of Professional Practice; and that they are consistently applied to all our customers.

Complaints

Noble Legal Ltd seeks fair, just and prompt solutions when possible to any complaints and appeals. All such issues should be directed to the Director, David Crollick in the first instance, where they will be acknowledged and directed to the attention of the appropriate person. A complaints process is in place for any disputes; copies are available from our offices or on www.noblelegal.co.uk.

Access to Information

We comply fully with the provisions of the Data Protection Act 1998. Any personal or confidential information held by us about a client or work seeker is fully accessible to that person or body for review or editing by contacting the Managing Director, David Crollick.

Reduce Bureaucracy

Wherever possible, without compromising our legal requirements and professional standards we strive to reduce the burden of unnecessary paperwork.

How to Contact Us

Name and address: Noble Legal Ltd, First Floor, 330 High Holborn, London, WC1V 7QT
Tel: 020 7691 2888 Email: [email protected]

Complaints Policy and Procedure

Complaints Policy

Noble Legal Ltd is committed to providing a high level service to our customers. If you do not receive satisfaction from us we need you to tell us about it. This will help us to improve our standards.

Complaints Procedure

If you have a complaint, please contact David Crollick (Director). You can write to him at: First Floor, 330 High Holborn, London, WC1V 7QT.

Next steps

  1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within [2-5] days of us receiving your complaint.
  2. We will record your complaint in our central register within a day of having received it.
  3. We will acknowledge your reply to our acknowledgment letter and confirm what will happen next. You can expect to receive our acknowledgement letter within [2-5] days of your reply.
  4. We will then start to investigate your complaint. This will normally involve the following steps;
    • We may ask the member of staff who dealt with you to reply to your complaint within 5 days of our request;
    • We will then examine the member of staff’s reply and the information you have provided for us. If necessary we may ask you to speak to them.

    This will take up to 4 days from receiving their reply.

  5. David Crollick will then invite you to meet him to discuss and hopefully resolve your complaint. He will do this within [5] days of the end of our investigation.
  6. Within 2 days of the meeting David Crollick will write to you to confirm what took place and any solutions he has agreed with you. If you do not want a meeting or it is not possible, David Crollick will send you a detailed reply to your complaint. This will include his suggestions for resolving the matter. He will do this within 5 days of completing his investigation. At this stage, if you are still not satisfied you can write to the REC, our trade association of which we are a member marked for the attention of the Professional Standards Team, REC, 15 Welbeck Street, London W1G 9XT.
  7. If you are still not satisfied, you can contact the Employment Agencies Standards Inspectorate at the Department for Business Enterprise & Regulatory Reform.

If we have to change any of the time scales above, we will let you know and explain why.

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