Who to complain to
Templace provides software to recruitment agencies. We are not an employment business: we do not find work for people, and we do not supply or employ workers. The Service is white-labelled, so candidates, workers and clients see their agency's name rather than ours.
If your complaint is about how an agency has treated you, such as your pay, a booking or a decision about you, please complain to that agency. It is responsible for those decisions and for the personal data it holds about you. If you send that kind of complaint to us, we will tell you which agency to contact. If it is about personal data the agency holds, we will also pass it to the agency within 2 working days, because the agency must deal with it, and we will tell you we have done so.
Acas (acas.org.uk) gives free, impartial advice about rights at work.
Complaints about Templace itself, such as our software, our support, our website, our invoices or how we handle personal data, come to us under this procedure.
Stage 1: making a complaint
You can complain by email to terry@hilliernet.co.uk, by phone on 07789 938284, or by post to Templace, Meadway, Mill Road, Writhlington, Radstock, BA3 5TY. You do not need a form, and we accept a complaint however you make it. If you complain by phone, we will write down what you tell us and send you a copy.
Someone else can complain for you. We will check that you have agreed before we discuss your personal information with them.
It helps if you tell us:
- your name and how to contact you;
- the agency you are with, if any;
- what happened, and when;
- what you would like us to do to put it right;
- copies of any emails or documents that help explain it.
Stage 2: acknowledgement within 2 working days
We will acknowledge your complaint within 2 working days of receiving it. Working days are Monday to Friday, except bank holidays in England and Wales.
The acknowledgement will give you a reference, tell you who is dealing with your complaint, and say when you can expect a full reply. If we need more information from you, we will ask for it then.
Stage 3: investigation and full reply within 10 working days
We will look into your complaint fairly. We will check our records, including the audit trail where it is relevant, and speak to the people involved.
We will send you a full reply within 10 working days of receiving your complaint. If we need longer, for example because the matter is complex or we are waiting for information from someone else, we will tell you before the 10 working days are up, explain why, and give you a new date. We will then update you at least every 10 working days until we reply in full.
Our full reply will explain what we found, whether we uphold your complaint, what we will do to put things right, and how to escalate it if you are not satisfied.
Stage 4: escalation to the Director
If you are not satisfied with our full reply, you can ask for your complaint to be escalated to the Director. Reply to our response, or contact us in any of the ways above, and say why you are not satisfied. Please do this within 20 working days of our reply. We will consider a later request if there is a good reason.
The Director will acknowledge the escalation within 2 working days, review your complaint and our response afresh, and send you a final reply within 10 working days. If more time is needed, the Director will tell you why and give you a new date.
Templace is a small company led by its Director, so the Director may already have been involved at stage 3. If so, we will tell you, and you may go straight to the outside routes below. The Director's reply is our final response.
Data protection complaints
If your complaint is about personal data for which we are the controller, such as our customer contacts, users' sign-in details, website enquiries or billing records, follow the stages above. Our 2-working-day acknowledgement is well within the 30 days required by section 164A of the Data Protection Act 2018, added by the Data (Use and Access) Act 2025.
If the personal data is held in the Service for an agency, the agency is the controller and must deal with your complaint. We will pass it to the agency and help it respond.
If you are not happy with how we, or an agency, have handled your data protection complaint, you can complain to the ICO (the Information Commission), the UK data protection regulator, at ico.org.uk/make-a-complaint or on 0303 123 1113. The ICO usually expects you to have complained to the organisation first.
Commercial disputes between an agency and Templace
If you are an agency and your complaint is a dispute about our contract, such as fees, invoices, service levels, suspension or ending the agreement, we will still acknowledge it and try to resolve it under this procedure. If it cannot be resolved that way, the dispute resolution steps in the Service Agreement at /terms apply, and the agreement takes priority over this procedure.
Raising a complaint does not change the due date of an invoice. Please pay any part you do not dispute, as explained in our Fees, invoices and payment policy.
Using this procedure does not affect your legal rights.
How we handle complaints
We treat every complaint seriously, fairly and in confidence. Making a complaint will not affect the service you receive from us.
We keep a record of each complaint, what we did and the outcome, in line with our Data retention policy. The Director reviews complaints so that we fix the causes, not only the individual problem.
If a complaint shows a possible personal data breach or security problem, we act on it straight away under the relevant policy, alongside the complaint. Concerns about wrongdoing at Templace can also be raised under our Whistleblowing policy.
Complaints procedure · version 1.0 · approved 27/10/2026 · next review 27/10/2027. Templace is a trading name of TWH Holdings Limited, company number 10663539, Meadway, Mill Road, Writhlington, Radstock, BA3 5TY.