Complaints Policy
Our Commitment
At RecXperts, we take every complaint seriously. We are committed to resolving issues quickly, fairly and transparently. Every complaint will be handled personally by a founding member of the RecXperts team, so you can be confident your concern is being taken seriously at the highest level.
How to Make a Complaint
If you have a complaint about our platform, a service, an engagement, or any aspect of your experience with RecXperts, please contact us by email:
When submitting your complaint, please include as much detail as possible including the nature of the issue, any relevant dates, and the names of any parties involved. This helps us investigate and respond efficiently.
Our Complaints Process
Once we receive your complaint, we will follow the steps below:
| Step | Stage | What happens |
|---|---|---|
| 1 | Acknowledgement | We will acknowledge receipt of your complaint within 2 working days of receiving it. |
| 2 | Assigned Handler | A founding member of RecXperts will be assigned to your complaint. They will be your named point of contact throughout the process. |
| 3 | Investigation | Your complaint will be investigated thoroughly. Your assigned handler will keep you updated on progress as the matter develops. |
| 4 | Resolution | We aim to resolve all complaints within 10 working days of receipt. If your complaint is complex and requires more time, we will inform you before the 10-day deadline and keep you updated on the revised timeline. |
| 5 | Outcome | Once a resolution has been reached, your handler will contact you with a full explanation of our findings and any actions taken. |
Timelines at a Glance
| Commitment | Timeframe |
|---|---|
| Acknowledgement of complaint | Within 2 working days |
| Target resolution | Within 10 working days |
| If more time is needed | You will be notified before the deadline with an updated timeline |
Who Will Handle Your Complaint
All complaints received by RecXperts are handled personally by a founding member of the team. We do not pass complaints to junior staff or third parties. This ensures that every issue receives the attention and authority needed to reach a genuine resolution.
Contact Us
To submit a complaint or to follow up on an existing one, please email us at:
We value your feedback and are committed to continuous improvement. Every complaint helps us make RecXperts better for everyone on the platform.