Complaints Policy
Effective Date: 28/07/26
At Ten11 Management Ltd, we pride ourselves on providing a professional, transparent and high-quality recruitment service. We value feedback and recognise that, on occasion, things may not go as expected.
This policy explains how complaints are handled and our commitment to resolving concerns fairly, promptly and professionally.
Our Commitment
We aim to:
- Respond to all complaints professionally and respectfully.
- Investigate concerns objectively and fairly.
- Resolve complaints as quickly as possible.
- Learn from feedback to continually improve our services.
- Maintain open and honest communication throughout the process.
Who Can Make a Complaint?
This policy applies to:
- Candidates
- Clients
- Contractors
- Temporary Workers
- Suppliers
- Members of the public
What Can You Complain About?
Complaints may relate to, but are not limited to:
- Quality of service
- Recruitment processes
- Communication
- Candidate submissions
- Conduct of Ten11 representatives
- Temporary worker management
- Compliance concerns
- Confidentiality or data handling
- Billing or contractual matters
How to Make a Complaint
Complaints should be submitted in writing wherever possible and include:
- Your name and contact details
- A description of the issue
- Relevant dates or supporting information
- The outcome you are seeking
Complaints can be sent to:
Email: complaints@ten11.io
Our Complaints Process
Step 1 – Acknowledgement
We will acknowledge receipt of your complaint within five working days.
Step 2 – Investigation
A member of the Ten11 management team will investigate the matter, gathering relevant information from all parties involved.
Step 3 – Resolution
We aim to provide a full response within 20 working days. Where additional time is required due to the complexity of the matter, we will keep you informed of progress and expected timescales.
Confidentiality
All complaints will be treated confidentially and only shared with individuals directly involved in investigating or resolving the matter.
Information will be processed in accordance with our Privacy Policy and UK GDPR obligations.
Learning & Continuous Improvement
Every complaint provides an opportunity to improve our business.
Where appropriate, findings may result in:
- Updates to internal procedures
- Additional staff training
- Improvements to recruitment processes
- Enhanced communication with clients and candidates
- Reviews of compliance procedures
Escalation
If you are dissatisfied with our response, you may request that the complaint is reviewed by a Director of Ten11 Management Ltd.
Where appropriate, complainants may also seek independent advice or refer matters to the relevant regulatory or legal authority.
Our Commitment to Professional Standards
Ten11 is committed to conducting business with integrity, transparency and professionalism. We strive to resolve all concerns fairly while maintaining the high standards expected by our clients, candidates and partners throughout the Data Centre industry.