Complaints Procedure | Vetro
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Complaints Policy

If you have a complaint, please contact Alastair Tulloch (Director) by phone, at 02921 660880 in the first instance so that we can try to resolve your complaint informally.  At this stage, if you are not satisfied please contact Alastair Tulloch in writing. You can email, or write to him at the below address.
​Vetro Recruitment is committed to providing a high-level service to our clients and agency workers. If you do not receive a satisfactory service from Vetro Recruitment, we need you to tell us about it. This will help us to improve our standards. 
Vetro Recruitment
DeClare Court, Unit 5&6,
5 Sir Alfred Owen Way,
CF83 3HU

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 one week 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 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 one week 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 working days from receiving their reply. 

Alastair Tulloch will then invite you to meet him to discuss and hopefully resolve your complaint. He will do this within one week of the end of the investigation. 

  • Within 2 working days of the meeting, Alastair Tulloch 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, Alastair Tulloch will send you a detailed reply to your complaint. This will include his suggestions for resolving the matter. He will do this within one week of completing his investigation. 

  • At this stage, if you are still not satisfied you can write to us again. Another Director of the company, Alun Davies’s will review the decision within 10 working days.

  • We will let you know the outcome of this review within one week of the end of the review. We will write to you confirming our final position on your complaint and explaining our reasons.

If you are still not satisfied, you can contact the Employment Agencies Standards Inspectorate at the Department for Business Innovation and Skills or the REC, the industry trade association, of which we are a member by writing to:

Consultancy and Compliance Team
REC, Dorset House,
1st Floor, 27 - 45 Stamford Street,
London, SE1 9NT

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

NOTE: In any event, we will comply with any statutory procedures that may relate to your complaint.