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Complaint Procedure

Our Complaint Handling Procedure

VA Central Ltd always aims to exceed their client’s expectations with our virtual assistant recruitment agency services. Whilst we operate in a professional manner, and to the highest standards, it may be possible for you to be unhappy with an aspect of our service.

If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below.

Making an Initial Complaint

If you have a complaint, then please:

  • E-mail us at bronwyn@vacentral.co.uk

  • Or write to us: Bronwyn Schmidt, Operations Director, VA Central Ltd, 30 London Road, Sawbridgeworth, Hertfordshire, CM21 9JS.

We will send you an email acknowledging receipt of your complaint within one working day of receiving it, enclosing a copy of this procedure.

We will then investigate your complaint. This will normally be dealt with by the support manager who will review your file and speak to the virtual assistant working with you. A formal written outcome of our investigation will be sent to you within 5 working days of sending the acknowledgment email.

Making a Formal Complaint

If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.

  • E-mail us at: lauren@vacentral.co.uk

  • Or write to us: Lauren Noctor, Customer Support Manager, VA Central Ltd, 30 London Road, Sawbridgeworth, Hertfordshire, CM21 9JS

Please provide full details of your complaint and copies of any supporting evidence for our consideration.

Resolving Your Complaint

In line with our internal policies, we will write to you within 10 working days of receiving your request for a review, confirming our final viewpoint on the matter. In our written response we will explain:

  • A summary of the outcome of our investigation.

  • Any corrective actions we will take if we find that we have made a mistake.

  • Details on how we plan to prevent similar issues from arising in the future.

If, after receiving our final response, you feel that your complaint has not been resolved to your satisfaction, you may contact an independent third party, such as a relevant ombudsman or regulatory body, to seek further assistance.

Commitment to Improvement

At VA Central Ltd, we take all complaints seriously. Every complaint is seen as an opportunity to improve our services. We value your feedback and are committed to using it to enhance the quality of the support we provide to our clients.