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 team via email at letstalk@personnelchecks.co.uk
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 Operations Manager, Chloe, 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.
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.
Complaints Relating to Personal Data (DUAA)
Personnel Checks recognises that some complaints may relate specifically to how we collect, use, store or handle personal data.
Where a complaint relates to personal data, it will be handled in accordance with our obligations under the Data (Use and Access) Act and applicable data protection legislation.
Such complaints will be considered alongside our standard complaints process but may require additional review to ensure compliance with data protection requirements and individual rights.
We will aim to respond to complaints relating to personal data within 30 calendar days of receipt. Where this is not possible, we will inform you of the reason for the delay and provide an updated timeframe.
This may include reviewing:
The accuracy of the personal data we hold
How personal data has been processed
Whether personal data has been handled in accordance with applicable legislation
If your complaint relates to how we have handled your personal data and you are not satisfied with our response, you have the right to lodge a complaint with the Information Commissioner's Office.
We encourage you to allow us the opportunity to resolve your concerns in the first instance.
Please find a link to our privacy notice here Privacy Policy — Personnel Checks