Investigo aims to provide clients and candidates with exceptional levels of service and professionalism. If you are not entirely satisfied with any aspect of the service you receive from Investigo then we encourage you to let us know.
In the first instance please discuss the issue with your Account Manager or Investigo consultant who will discuss the issue with you and look to rectify the matter quickly and to your satisfaction.
If your problem hasn’t been resolved within 48 hours of first bringing it to our attention please submit a complaint in writing to:
complaints@Investigo.co.uk or below.
The Complaints team will ensure your problem is escalated to the relevant Executive Director in the event the issue is not resolved.
Please ensure you provide full details of your problem when contacting the Complaints team including details of who you have spoken to. This will help the team to conduct a full investigation into the problem.
We undertake to:
Deal with your problem fairly, confidentially and effectively
Acknowledge your problem within two working days and provide a likely timescale for resolution
Fully investigate your comments and keep you regularly informed of the actions we are taking
We will record your complaint on our central register upon receipt.
We will acknowledge your complaint within 2 working days of receipt, confirming the details and setting out what happens next.
We will investigate the complaint on your behalf which may involve the following:
Examining your records on our candidate management system
Speaking to the person/s with whom you have dealt within Investigo and any other relevant parties.
We may request further information from you as appropriate
Where possible we will contact you within 10 working days of receipt of your complaint and provide a written response.
If you are not satisfied with the outcome of your complaint you can, within 5 working days of receipt of the response or decision, send a written request that it be reviewed together with details of the grounds on which you are making your appeal.
At this stage your complaint will be escalated to a Director at Investigo who will review the initial decision. We will let you know the outcome of this review in writing as soon as possible and in any event within 10 working days of receipt of your request to review the initial decision. The director’s decision will be final.
We aim to acknowledge, investigate and resolve all complaints within 30 working days of receipt (subject to it being a Subject Access Request - see below).
If we contact you as part of an investigation into your complaint and have not had a response from you after 30 days, your complaint will be closed and confirmation of this will be sent to you. If you wish to re-open your complaint, you may do so.
Requesting personal information
If you require information held by Investigo about you on our database, you may request a Subject Access Request (SAR), also known as a Right to Access check to firstname.lastname@example.org. We will respond to SARs within 30 days.
You have the right to appeal the final outcome of your complaint. You must raise your appeal in writing within 5 working days of the final outcome, stating “Appeal” on the email or letter. The appeal should state, in detail, the grounds upon which you are appealing the decision. If an appeal is raised outside of this timeline, it is up to the discretion of Investigo as to whether it wishes to investigate this further. Subject to your appeal being raised within the required timeframe your appeal will be responded to within 10 days of receipt by Investigo.
Issue date: June 2021
Review date: Jan 2022
Authorised by: Haresh Vaya – Finance Director