Complaints Procedure

About Chin International

Chin International Ltd is a UK-based professional services company providing staffing, recruitment, logistics, event support, event management, training, workforce solutions, and hospitality-related services across the hospitality, food service, corporate, commercial, private client, and high-net-worth sectors.

The business operates through a vertically integrated service model, combining workforce deployment, operational support, logistics coordination, event delivery, professional development, and hospitality services to help clients deliver successful projects, events, and day-to-day operations.

Depending on client requirements, services may include workforce provision, event support, operational coordination, supplier liaison, procurement support, food and beverage service delivery, and other hospitality-related services.

The company engages candidates, workers and contractors through a combination of direct engagement and dedicated online platforms operated by or on behalf of the company.

1. Purpose

Chin International aims to provide professional services and maintain positive working relationships with clients, candidates, workers, contractors, suppliers and other stakeholders.

This Complaints Procedure outlines how concerns or complaints may be raised and how Chin International generally seeks to review such matters.

2. Scope

This Procedure may be used by:

• Clients
• Candidates
• Workers
• Contractors
• Suppliers
• Business partners
• Website users
• Other individuals interacting with Chin International

Complaints may relate to:

• Service delivery
• Operational matters
• Professional conduct
• Communication issues
• Administrative matters
• Website-related issues
• Other concerns relating to Chin International's activities

3. Raising a Complaint

Complaints may be submitted through:

Email

info@chinternational.com

Dedicated Online Platform

Where access is available, clients, candidates, workers and contractors may submit concerns through their platform account and associated reporting features.

Other Communication Channels

Chin International may also accept complaints through other reasonable communication methods where appropriate.

To assist with the review process, complainants are encouraged to provide:

• Name
• Contact details
• Description of the concern
• Relevant dates
• Relevant supporting information where available

4. Acknowledgement & Review

Upon receipt of a complaint, Chin International may acknowledge the matter and conduct an initial review.

The nature and extent of any review may vary depending on:

• The nature of the complaint
• The seriousness of the issue raised
• Information available
• Operational considerations
• Legal considerations
• Regulatory obligations

Not all complaints will require the same level of review, investigation or response.

5. Investigation

Where considered appropriate, Chin International may:

• Request additional information
• Review relevant records
• Seek information from relevant parties
• Conduct further enquiries
• Consider available evidence

The extent of any investigation will depend upon the circumstances of the complaint.

Submission of a complaint does not automatically establish:

• Fault
• Liability
• Wrongdoing
• Breach of contract
• Breach of policy
• Regulatory non-compliance

6. Outcomes

Where appropriate, Chin International may:

• Provide clarification
• Provide additional information
• Take corrective action
• Implement operational improvements
• Close the matter where no further action is considered necessary

Any outcome will depend upon the circumstances of the complaint and the information available at the time.

Chin International does not guarantee any particular outcome following the submission of a complaint.

7. Confidentiality

Chin International seeks to handle complaints in a professional and appropriate manner.

However, the company cannot guarantee absolute confidentiality where disclosure may be required for:

• Investigation purposes
• Legal obligations
• Regulatory obligations
• Insurance requirements
• The protection of legitimate business interests

8. Shared Responsibilities

Many services delivered by Chin International involve clients, venues, contractors, suppliers, event organisers and other third parties.

Accordingly, Chin International may not have direct control over all aspects of an assignment, engagement, event, venue or service.

Where appropriate, complaints may involve matters for which other parties also hold responsibility.

9. Continuous Improvement

Chin International seeks to use feedback and complaints as part of its ongoing commitment to service improvement.

The company may review operational practices, procedures and training requirements where reasonably appropriate following the review of complaints.

10. Limitation of Expectations

Nothing within this Complaints Procedure should be interpreted as:

• A guarantee of investigation
• A guarantee of response times
• A guarantee of outcome
• A guarantee of compensation
• An admission of fault
• An admission of liability
• An assumption of responsibility beyond applicable legal obligations

This Procedure is intended to provide a framework for the raising and review of complaints and does not create contractual rights or obligations.

11. Contact Information

Chin International LtdCompany Number: 13638603

Registered Office:1–2 Paris GardenSouth BankLondonSE1 8NDUnited Kingdom

Email: info@chinternational.comTelephone: +44 (0)20 3540 3056Website: www.chinternational.com

12. Procedure Review

This Procedure may be reviewed and updated periodically to reflect:

• Operational changes
• Legal developments
• Regulatory guidance
• Business growth
• Service improvements

The most current version will be available through the Chin International website.

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