Complaints procedure

We want to help you resolve your complaint as quickly as possible.

Civil Service Resourcing will always try to get things right the first time. Our aim is to provide a professional and efficient service to all our customers.

We recognise that occasionally things go wrong and you may not be happy with our service. If so, let us know and we will do all we can to put it right.

The complaints process can be summarised in the following steps:

  1. You complain to Civil Service Resourcing
  2. You receive a response from the Complaints Manager
  3. If you feel your complaint has not been resolved, then it can be referred to the Head of Service

If however you have a general question about a job advertised on Civil Service Jobs then you may use our contact us tool.

For questions which relate to the Civil Service Fast Stream email

How to make a complaint

Often potential complaints can be settled by contacting the person or team you have been dealing with directly. This is likely to be the fastest way for us to support you.

If you are still having trouble then you can register a complaint using the following email addresses:

Please include:

  • details of the person you have contacted, name of the recruiting department and any reference number
  • your contact details and a clear description of the issue

If your complaint is about Fast Stream selection then this procedure only covers the areas we are responsible for – the application process and the Fast Stream Assessment Centre. It does not cover the final section boards that are held for some schemes.

If you simply disagree with the result of Assessment Centre, we do not consider this grounds for a complaint.

What happens next?

We will acknowledge your complaint immediately and provide a response within 5 working days. If there is likely to be a delay we will email you to explain why.

What happens if my complaint is not resolved?

If you are not satisfied with the response you can ask to have your complaint reviewed by the relevant Head of Service. You will receive a response by email within 10 working days of your request.