Complaints Procedure

1. Our approach

If something has gone wrong, we want to understand what happened and consider what can reasonably be done to put it right.

This procedure covers complaints about Nextlevel's services. It does not replace any separate complaint route that applies to an employer, job board, regulator or other third party.

2. Step one: contact us

Email hello@nextlevelcareeradvisory.com with the subject "Complaint". Describe what happened, when it happened, who was involved if known, why you are dissatisfied and what outcome you are seeking.

If your complaint concerns personal information, you may instead contact privacy@nextlevelcareeradvisory.com.

3. Acknowledgement

We aim to acknowledge your complaint within five working days. We may ask for clarification or relevant documents.

4. Review and response

We aim to investigate and provide a substantive response within 20 working days of receiving the information needed. We will explain our conclusions and any proposed resolution.

If the matter is complex, we will tell you why and provide an expected response date.

5. Further review

If you remain dissatisfied, reply explaining what you believe has not been addressed. Where possible, a person not previously involved will review the matter and respond within 15 working days.

6. External routes

You may have the right to refer a matter to a regulator or supervisory authority. For complaints about personal information, you can contact the ICO or the relevant data protection authority. A complaint about an application submitted directly to an employer should be directed to that employer.

7. How we handle complaint information

We use complaint information to investigate and respond and keep appropriate records. Access is restricted to people who need it and records are retained in line with our Privacy Policy.