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Equality and Diversity

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Complaints Procedure

Complaints Procedure


Policy Statement

At Macildowie we pride ourselves on the quality of the service that we offer to our customers, developing strong, ongoing relationships with our clients and candidates ensuring they trust us to meet their needs.

We have built our reputation as one of the UK's leading independent recruitment business becoming the go-to recruitment brand in the East Midlands then expanding into Milton Keynes and the Home Counties in 2015

Both negative and positive feedback is recognised as a valuable resource to enable us to improve the quality of our services and develop ongoing relationships. We strive to provide the highest quality services and to be responsive to concerns or complaints from any of our customers.

In order that Macildowie can learn and improve on feedback given; accurate and complete records of all complaints received, resulting correspondence, interviews and actions taken will be maintained. These are reviewed quarterly to help to improve customer service throughout the business. Effectiveness of the complaints procedure will be evaluated on an annual basis.

The purpose of this complaints procedure is to enable anyone interacting with Macildowie to raise matters of concern to our attention, so that they can be investigated and resolved in the clearest and fairest way possible. In most cases this will be achieved without having to conduct the formal complaints procedure; which should be seen as a last resort in reaching a solution.

What Is a Complaint?

The complaints procedure covers any expression of dissatisfaction or concern about:

  • Provisions of Macildowie affecting our candidates and clients

  • Actions or lack of actions by Macildowie or its staff

  • Standards of service provided by Macildowie.

The procedure does not cover the following:

  • Matters covered by separate policies or procedures; including Appeals Procedure, Equal Opportunities, Grievance procedure.

This procedure is for use by any existing or prospective candidate or client who seeks or receives a service from us. It also extends to anyone who may be directly affected by our services or activities. 

Anonymous complaints will be logged and monitored but not investigated under normal circumstances.

Complaint Management

We recognise that many concerns may be raised informally and can be dealt with quickly and simply.

We aim to resolve early and promptly, preferably keeping it as close to the source of the problem as possible and dealing with it by informal means. By encouraging complainants to come forward with concerns at an early stage, matters can be discussed, and any misunderstandings resolved by telephone conversation, face to face meeting, email or letter to the appropriate person.

Stage 1 – Informal

An informal approach is appropriate in some cases; these complaints will be responded to by the appropriate person, usually within 7 days receipt of the complaint.

If the problem is not resolved satisfactorily at this stage, please see stage 2.

Stage 2 – Formal

Macildowie recognises that informal mechanisms may not resolve all problems and that some problems may be too serious or sensitive to be dealt with by raising the issue directly with the member of staff involved. In these circumstances, the formal complaints procedure should be used.

A formal complaint should be submitted to This email address is being protected from spambots. You need JavaScript enabled to view it.

  • The statement of complaint should be as thorough and complete as possible and include any supporting documentation

  • The complaint will be logged and receipt acknowledged, usually within 2 working days

  • A complaint owner will be identified (in most cases this will be the relevant Divisional Manager or Regional Managing Director). It is the complaint owner’s responsibility to fully investigate the complaint

  • The complaint owner will ensure the central complaints log is updated with the agreed outcome

  • The complaint owner will update the complainant of the outcome of their complaint

  • If the complainant is not satisfied with the response received as a result of Stage 2, the complaint may be taken to Stage 3 of the procedure.

Confidentiality

All complaints will be treated seriously, handled sensitively and with due consideration to all parties involved. In line with our equal opportunities policy, all complainants will be treated fairly and not suffer any recrimination or disadvantage as a result of making a complaint. Any person named in a complaint, however will be informed and have a right of reply as part of the investigative process.

Complaints must be made by complainants themselves.

Recording a Complaint

Complaints received are logged onto a central complaints log which will be password protected and only kept for the duration of the complaint. The reason for the complaint and all progress made during the life of a complaint is recorded on the log until it is resolved to the satisfaction of the complainant or to a point at which Macildowie can reasonably be expected to do no more. 

Ownership of a Complaint

Once a complaint has been received and recorded it will be assigned to the appropriate person within the business to resolve e.g. Divisional Manager, Associate Director, Director. The complaint owner will usually be the one who is most closely aligned to the area of the business against which the complaint has been raised. The owner of the complaint will then be responsible for ensuring the complaint is investigated and resolved. The owner will also be responsible for updating regarding the outcome.

Progressing a Complaint

The complaint owner will ensure the complaint is fully investigated and that regular communication is maintained with the complainant throughout the life of the complaint. Under the normal process, we will acknowledge complaints within 2 working days and aim to resolve them as soon as possible, but inevitably some issues will be more complex and may take longer than others. Where this is the case, we will contact the parties within 15 days by phone and in writing with an interim response describing our investigation and when it is expected to be complete. Correspondence will be retained and attached with the complaint log for our records.

Closing a Complaint

Once the complaint has been investigated and resolved to the complainant’s satisfaction – or to the point where Macildowie can reasonably do no more – the central complaint log will be updated with the time, date and name of person closing the complaint.

Reviewing a Complaint

Once a complaint has been defined by the owner as resolved to the satisfaction of the complainant or to the point where Macildowie can reasonably do no more, the central complaints log will be updated with all details of the outcome and the complaint marked as resolved. All documentation will be kept for future reference to defend any potential legal challenge.

Complaints will be reviewed quarterly and consideration will be given to whether an opportunity exists to avoid a recurrence of a similar complaint and to support with implementing any service improvement actions. This information will be shared with the Executive Leadership Team.

Monitoring and Reporting

The Business Support function will maintain the central complaint log for Macildowie and provide quarterly updates to the Executive Leadership Team.

Complaint Management – Stage 3 – Complaint to REC

If you are not fully satisfied with our response or handling of a complaint then you may wish to contact the Recruitment & Employment Confederation (REC).

The Recruitment & Employment Confederation (REC) is our recruitment industry professional body. All members must abide by a Code of Professional Practice (REC Code). Above all, the REC is committed to raising standards and highlighting excellence throughout the recruitment industry.

The REC is unable to deal with certain issues, such as obtaining compensation for complainants. We recommend that you read the ‘WHAT WE CANNOT DEAL WITH’ section on the REC website which details the areas that fall outside of the REC complaints process. 

If after completing stage 2 of our complaint process, you think there are unresolved issues that come under the REC remit (the FAQs on the REC website may also assist you in clarifying this), you can refer the matter to the REC by completing the REC complaint form also located on their website: 

https://www.rec.uk.com/membership/compliance/complaints

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Terms and Conditions

Terms and Conditions


Terms of use of www.macildowie.com

Attention: This legal notice applies to the entire contents of this website under the domain name www.macildowie.com and to any correspondence by e-mail between you and us.

Please read these terms carefully before using this Website. Using this Website indicates that you accept these terms regardless of whether or not you choose to register with us. If you do not accept these terms, do not use this Website.

1. INTRODUCTION:

1.1 You may access most areas of this Website without registering your details with us. Certain areas of this Website are only open to you if you register.

1.2 By accessing any part of this Website, you shall be deemed to have accepted this legal notice in full. If you do not accept this legal notice in full, you must leave this Website immediately.

1.3 Macildowie may revise this legal notice at any time by updating this posting. You should check this Website from time to time to review the then current legal notice, because it is binding on you. Certain provisions of this legal notice may be superseded by expressly designated legal notices or terms located on particular pages at this Website.

2. PRINTING AND DOWNLOADING EXTRACTS:

2.1 You are permitted to print and download extracts from this Website for your own use on the following basis:

2.1.1 You may access most areas of this Website without registering your details with us. Certain areas of this Website are only open to you if you register.

2.1.2 By accessing any part of this Website, you shall be deemed to have accepted this legal notice in full. If you do not accept this legal notice in full, you must leave this Website immediately.

2.1.3 Macildowie may revise this legal notice at any time by updating this posting. You should check this Website from time to time to review the then current legal notice, because it is binding on you. Certain provisions of this legal notice may be superseded by expressly designated legal notices or terms located on particular pages at this Website.

2.1.4 if you are a work-seeker, you only use the printed or downloaded documents or related graphics for the purposes of finding employment or engagement for yourself, not for any other commercial or personal purposes; and

2.1.5 if you are a hirer or potential hirer, you only use the printed or downloaded documents or related graphics for the purposes of looking for a work-seeker to fill a vacancy for your business, not for any other commercial or personal purposes.

2.2 Unless otherwise stated, the copyright, database rights and other intellectual property rights in all material on this Website (including, without limitation, job descriptions, assignment details, photographs and graphical images) are owned by Macildowie , Macildowie or its licensors. For the purposes of this legal notice, any use of extracts from this Website other than in accordance with paragraph 2.1 above for any purpose is prohibited. If you breach any of the terms in this legal notice, your permission to use this Website automatically terminates and you must immediately destroy any downloaded or printed extracts from this Website.

2.3 Subject to paragraph 2.1, no part of this Website may be reproduced or stored in any other website or included in any public or private electronic retrieval system or service without Macildowie’s prior written permission.

2.4 Subject to paragraph 2.1, no part of this Website may be reproduced or stored in any other website or included in any public or private electronic retrieval system or service without Macildowie’s prior written permission.

3. SERVICE ACCESS:

3.1 While Macildowie endeavours to ensure that this Website is normally available 24 hours a day, Macildowie shall not be liable if for any reason this Website is unavailable at any time or for any period.

3.2 Access to this Website may be suspended temporarily and without notice.

4. VISITOR CONDUCT AND MATERIAL:

4.1 You may not misuse the Website (including, without limitation, by hacking or sending spam to the email addresses appearing on this Website).

4.2 You are solely responsible and liable for any information you submit to this Website and you are responsible for ensuring that all information you supply is accurate, up-to-date and not likely to mislead or deceive anyone.

4.3 You are prohibited from posting or transmitting to or from this Website any material:

4.3.1 for which you have not obtained all necessary licences and/ or approvals

4.3.2 which constitutes or encourages conduct that would be considered a criminal offence, give rise to civil liability, or otherwise be contrary to the law of, or infringe the rights of any third party in, the UK or any other country in the world;

or

4.3.3 which is technically harmful (including, without limitation, computer viruses, logic bombs, Trojan horses, worms, harmful components, corrupted data or other malicious software or harmful data).

4.4 You hereby authorise Macildowie to disclose your identity to, and to co-operate fully with, any third party who requests such disclosure or assistance to locate you if you breach paragraph 4.2 or paragraph 4.3.

4.5 You shall fully indemnify Macildowie for any loss, damage or costs suffered or incurred by Macildowie caused by, or in connection with, any breach of paragraph 4.2 or paragraph 4.3 by you.

4.6 Macildowie reserves the right to remove any material submitted by you at any time, for any reason and without explanation to you.

5. LINKS TO AND FROM OTHER WEBSITES:

5.1 Links to third party websites on this Website are provided solely for your convenience. If you use these links, you leave this Website. Macildowie has not reviewed all of these third party websites and does not control and is not responsible for these websites or their content or availability. Macildowie therefore does not endorse or make any representations about them, or any material found there, or any results that may be obtained from using them. If you decide to access any of the third party websites linked to this Website, you do so entirely at your own risk.

6. REGISTRATION:

6.1 Each registration is for a single user only. You must not share your user name and password with any other person nor with multiple users on a network, and you must keep them confidential.

6.2 You must notify Macildowie immediately if you believe that your password has become known to someone else or if it is being, or has been, used by someone else.

7. DISCLAIMER:

7.1 While Macildowie endeavours to ensure that the information on this Website is correct, Macildowie does not warrant the accuracy and completeness of the material on this Website. Macildowie may make changes to the material on this Website, or to the services and any prices described in it, at any time without notice. The material on this Website may be out of date, and Macildowie is not obliged to update such material.

7.2 The material on this Website is provided “as is”, without any conditions, warranties or other terms of any kind. Accordingly, to the maximum extent permitted by law, Macildowie provides you with this Website on the basis that Macildowie excludes all representations, warranties, conditions and other terms (including, without limitation, the conditions implied by law of satisfactory quality, fitness for purpose and the use of reasonable care and skill) which but for this legal notice might have effect in relation to this Website.

7.3 Please note that calls may be recorded and/or shared for training and quality purposes. Any person that does not wish for their conversation to be shared and/or recorded should make this clear at the start of the conversation.

8. LIABILITY:

8.1 Macildowie, any other party (whether or not involved in creating, producing, maintaining or delivering this Website), and the officers, directors, employees, shareholders or agents of any of them, exclude all liability and responsibility for any amount or kind of loss or damage that may result to you or a third party whether in tort (including without limitation negligence), contract or otherwise in connection with this Website in any way or in connection with the use, inability to use or the results of use of this Website, any websites linked to this Website or the material on such websites, including but not limited to loss or damage due to viruses that may infect your computer equipment, software, data or other property on account of your access to, use of, or browsing this Website or your downloading of any material from this Website or any websites linked to this Website.

8.2 Nothing in this legal notice shall exclude or limit Macildowie liability for:

8.2.1 death or personal injury caused by negligence (as such term is defined by the Unfair Contract Terms Act 1977);

or

8.2.2 fraud;

or

8.2.3 misrepresentation as to a fundamental matter;

or

8.2.4 any liability which cannot be excluded or limited under applicable law.

8.3 If your use of material on this Website results in the need for servicing, repair or correction of equipment, software or data, you assume all costs thereof.

9. TERMINATION:

9.1 Macildowie may, using its absolute discretion, decide to terminate your registration and/or deny you access to the Website or any part of it at any time.

10. GOVERNING LAW AND JURISDICTION:

10.1 These terms of use are governed by and construed in accordance with English law. Disputes arising in connection with this legal notice shall be subject to the exclusive jurisdiction of the English courts.

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Equal Opportunity Policy

Equal Opportunities Policy


As an Equal Opportunities employer, our policy is that no employee or applicant for employment will receive less favourable treatment than another person on the grounds of their race, (including colour, nationality, ethnic or national origin), religion or religious belief, sex, marital status, sexual orientation, trade union membership, age, gender reassignment, maternity and paternity or disability. No employee or applicant for employment will be discriminated against or disadvantaged by any condition or requirement that is not justified by the genuine needs of the job or the organisation. We therefore recognise and apply in full the provisions of the Equality Act 2010 in all areas of our organisation.

This commitment applies to all areas of employment, but in particular:

  • Recruitment and selection processes and procedures.

  • Job descriptions and job content.

  • Training and career development opportunities.

  • Terms and conditions of employment and access to employment related benefits and facilities.

  • Application of grievance and disciplinary procedures.

  • Application of redundancy policies or procedures.

  • Prevention of harassment of any description.

We view this policy as an important issue. It is the responsibility of all employees at all levels to ensure its observance. Any breaches of this policy will be treated extremely seriously by the Company. Conduct by employees during the course of their employment that constitutes discrimination on the grounds referred to above, will be considered to be gross misconduct and will lead to dismissal.

Equal opportunities practice is developing constantly as social attitudes and legislation changes. We will keep this policy under review and will implement changes where these could improve equality of opportunity. This commitment applies to all of our employment policies and procedures, not just those specifically connected with equal opportunities.

We will ensure that this system is implemented in conjunction with the development of systems for information recording, training and monitoring. Training is an important part of the implementation of this policy and a training programme will be developed to ensure that all employees recognise and understand their responsibilities on this issue.

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Construction & Property

Construction & Property Jobs

Explore our list of Construction & Property roles!

We understand the unique dynamics of this discipline and are committed to helping you find a position that aligns with your skills, experience, and career aspirations. In addition to job listings, we provide valuable market insights, CV and interview advice, and personalised support throughout your job search. Start your journey with us today and explore the opportunities that await

Send Us Your CV Today

Send us your CV

Or check out our events!

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Procurement, Logistics & Supply

Procurement, Logistics & Supply Jobs

Explore our list of Procurement, Logistics & Supply roles!

We understand the unique dynamics of this discipline and are committed to helping you find a position that aligns with your skills, experience, and career aspirations. In addition to job listings, we provide valuable market insights, CV and interview advice, and personalised support throughout your job search. Start your journey with us today and explore the opportunities that await

Send Us Your CV Today

Send us your CV

Or check out our events!

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Sales & Marketing

Sales & Marketing Jobs

Explore our list of Sales & Marketing roles!

We understand the unique dynamics of this discipline and are committed to helping you find a position that aligns with your skills, experience, and career aspirations. In addition to job listings, we provide valuable market insights, CV and interview advice, and personalised support throughout your job search. Start your journey with us today and explore the opportunities that await

Send Us Your CV Today

Send us your CV

Or check out our events!

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All Clients

Our Clients

Welcome to our esteemed gallery of partners. At Macildowie, we take immense pride in the relationships we've built across various sectors, including Accountancy, HR, Marketing, Procurement, Supply Chain, Business Operations, Public Sector & Not For Profit, and Executive Search.

This page is a testament to our extensive network of clients who have trusted us with their recruitment and retention needs. Each logo you see represents a successful partnership and a story of talent well placed. We invite you to explore and learn more about the breadth and depth of our connections across the East Midlands and beyond.

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