Complaints procedure

We are committed to fair and open recruitment into the Civil Service Fast Track Apprenticeship Scheme. We want candidates to tell us if they are dissatisfied with their experience.

We have an established procedure for investigating complaints we do receive. We aim to do so thoroughly, objectively and as quickly as possible. Our complaints procedure covers only those parts of the Fast Track selection process for which the Fast Track Recruitment Team is responsible, essentially, the Fast Track Assessment Centre and its recruitment process.

If you simply disagree with the outcome of your online test or the outcome from the Assessment Centre, we would not consider that grounds for complaint.

You may not normally complain on behalf of a third party, unless circumstances require it, e.g. if you are acting on behalf of a disabled candidate who is unable to handle his/her own case.

How to complain

Complaints must be submitted in writing and addressed to:

Civil Service Fast Track Recruitment Team 3rd Floor West Wing Trinity Bridge House 2 Dearmans Place Salford M3 5BS

or you can contact us via email using the subject heading ‘Complaint - Fast Track Recruitment’:

Please provide a full account of the circumstances surrounding your complaint.

If you do not submit your complaint within 3 months of the action you’re complaining about, we will not normally consider it. If there are exceptional circumstances, e.g an event coming to light more than 3 months after it occurred, which was unknown to you at the time, we may consider a complaint outside this period.

Our commitment

We will:

  • acknowledge your complaint within 5 days of receipt
  • take your complaint seriously, give it high priority and investigate it fully and impartially
  • aim to send a full written response to your complaint within 20 working days of its receipt. We will let you know if this is not possible and explain why

If your complaint is upheld we will take immediate action to ensure that the event complained about will not recur. If your complaint is not upheld, we will advise you of options for pursuing it further, should you wish to do so.

Our recruitment process is based on fair and open competition and appointment on merit, as outlined in the Civil Service Commissioners’ Recruitment Principles.

If you are not happy with your response from us you can contact the Civil Service Commission, which regulates all Civil Service recruitment.

The Civil Service Code

For details on the values, standards of bahaviour and rights and responsibilities of the Civil Servcie you can read the Civil Service code.