Dissatisfied Customer Procedure

Personnel Checks are committed to providing the highest levels of care to all our customers.

If you are in any way dissatisfied with our products or service, then please let us know as soon as possible. This will help us continually improve our service.

If you have a complaint, we will always try to resolve this informally and amicably.

In the first instance, please contact a member of our customer experience team on 01254 355 688.

Our dedicated team will be more than happy to hear your complaint and hopefully resolve it quickly and to the satisfaction of all parties involved.  

NEXT STEPS:

Should you still feel you need to take a more formal approach; you can email our manager, Hayley, via complaints@personnelchecks.co.uk or by letter to Personnel Checks, One Cathedral Square, Cathedral Quarter, Blackburn BB1 1FB.

We will send you an acknowledgement of your complaint and ask you to confirm or explain the details set out. You can expect to receive this communication within 5 days of us receiving your complaint.

We will record your complaint in our central register within a day of having received it.

We will acknowledge your reply to our contact and confirm what will happen next. If you have contacted us by post you can expect to receive our acknowledgement letter within 5 days of your reply.

We will then start to investigate your complaint. This will normally involve the following steps;

We will thoroughly examine the information you have provided for us.

A team leader will then invite you to discuss this further by telephone or face to face meeting and hopefully resolve your complaint. They will do this within 5 days of the end of our investigation.

If you do not want a meeting or it is not possible, we will send you a detailed reply to your complaint. This will include any suggestions for resolving the matter. This will be done within 5 days of completing our investigation.

At this stage, if you are still not satisfied you can contact our Managing Director via email managing.director@personnelchecks.co.uk or by letter to Personnel Checks, One Cathedral Square, Cathedral Quarter, Blackburn BB1 1FB.

If you are still not satisfied, you can contact the DBS Head Office on 03000 200 190. Personnel Checks is a registered Umbrella Body for the DBS.

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