1. Purpose

Novix Recruit is committed to providing a professional, fair, and compliant service to candidates, workers, and clients. This Complaints Policy explains how you can raise a complaint and how we will handle it.

2. Scope

This policy applies to complaints relating to:

• Our recruitment services and communications
• Candidate, worker, or client experience
• PAYE engagement processes (where applicable)
• Compliance, right-to-work, or onboarding procedures
• Conduct of any person acting on behalf of Novix Recruit

3. How to Submit a Complaint

Complaints should be submitted in writing wherever possible. Please include your name, contact details, and a clear description of the issue.

Email: complaints@novixrecruit.co.uk
Telephone: 0118 348 4933

4. Our Complaints Process

1. Acknowledgement: Within 2 working days.
2. Investigation: We review all relevant information.
3. Outcome: Written response within 10 working days where possible.
4. Resolution: Practical steps taken where appropriate.

5. Escalation

If you are not satisfied, you may request a senior review by emailing complaints@novixrecruit.co.uk.

6. Fair Treatment

Raising a complaint will not result in unfair treatment.

7. Data Protection

All personal data is handled in accordance with UK GDPR and our Privacy Policy.

8. Contact

Novix Recruit
Registered Address: 24 Zenith Avenue, Reading, RG2 9FN, United Kingdom
Email: info@novixrecruit.co.uk
Telephone: 0118 348 4933