Policy
Complaints Procedure
Rutledge is committed to providing a high-quality service. If something has gone wrong, please tell us so we can put it right and learn from your feedback.
Stage 1, Informal Resolution
In the first instance please raise your concern with your Rutledge team or branch manager. Most issues can be resolved quickly at this stage.
Stage 2, Formal Complaint
If your complaint cannot be resolved informally, please put it in writing to the Operations Manager at: Rutledge House, 25-27 New Row, Coleraine, BT52 1AD, or email info@rutledgegroup.co.uk. We will acknowledge within 5 working days and provide a full written response within 20 working days.
Stage 3, Review
If you remain dissatisfied you can request a review by the Managing Director. The review outcome will be issued within a further 20 working days.
External Escalation
- Recruitment matters: Recruitment & Employment Confederation (REC).
- Apprenticeships NI and training: Department for the Economy NI.
- Care services: RQIA.
- Data protection: Information Commissioner's Office.
What We Need From You
- Your name and contact details
- A clear description of the issue
- Dates, locations and people involved
- What outcome you are seeking
Last reviewed: April 2026. Rutledge Group, Rutledge House, 25-27 New Row, Coleraine, BT52 1AD.