Complaints Policy

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White Knight Complaints Policy


White Knight Recruitmentis 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.


Our aim is to resolve your complaint within the first escalation process within 15 days of the initial complaint.


White Knight Complaints Procedure


If you have a complaint, please contact Mark Stevens Managing Director by phone 01962 841 917 in the first instance so that we can try to resolve your complaint informally.


At this stage, if you are not satisfied please contact the CEO Jim Floor. You can write to him at:

White Knight Recruitment

The Long Barn

South Winchester Golf Course

SO22 5QX


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 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 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 2 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 2 days from receiving their reply.


5.         Mark Stevens will then invite you to meet him to discuss and hopefully resolve your complaint. He will do this within 2 days of the end of our investigation.


6.         Within 2 days of the meeting Mark Stevens 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, Mark Stevens will send you a detailed reply to your complaint. This will include his suggestions for resolving the matter. He will do this within 2 days of completing his investigation.


  1. 7.              At this stage, if you are still not satisfied you can write to us again. Another Director of the company will review Mark Stevens’s decision within 10 days.


8.         We will let you know of the outcome of this review within 5 days 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 the Consultancy and Compliance Team, REC, Dorset House, 1st Floor, 27 - 45 Stamford Street, London, SE1 9NT.


If we have to change any of the time scales 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.



White Knight Recruitment – Complaints Policy - Equal Treatment under the Agency Worker Regulations 2010.


In the event that any of our temporary workers believe they have been unfairly or unequally treated under this legislation, the temporary worker is able to request a written statement regarding the treatment they have received. This can only be obtained after the workers has qualified under the legislation (12 week qualifying period).


Temporary Workers should make their request in writing and White Knight will respond within 28 days and we will include in our response the following information:




-          relevant information relating to the basic working and employment conditions of the client’s workers;


-          the factors the agency considered when determining the basic working and employment conditions which applied to the agency worker at the time s/he allegedly did not receive the equal treatment they claim they were entitled to receive;


-          relevant information which explains the basis on which the client’s comparable employee

-          was identified and the relevant terms and conditions applicable to that employee.



Updated:  November 2016

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