Complaints Policy

The purpose of this policy is to explain how complaints can be raised, how they will be handled and what steps Recruitment Direct UK Ltd will take to review and respond.

This policy applies to complaints from:

• Clients
• Applicants
• Temporary workers
• Contractors
• Permanent applicants
• Suppliers
• Other parties who have dealt with Recruitment Direct UK Ltd

A complaint is any expression of dissatisfaction about the service, conduct, communication, process or outcome provided by Recruitment Direct UK Ltd.

This may include concerns about:

• Communication or response times
• Recruitment process handling
• Applicant or worker treatment
• Assignment details
• Pay or timesheet queries
• Compliance or documentation handling
• Client service
• Consultant conduct
• Data handling concerns
• Any other matter relating to our recruitment service

Complaints should be raised as soon as possible so that we can review the issue promptly.

Complaints can be submitted by email, phone or in writing.

When raising a complaint, please provide as much information as possible, including:

• Your name and contact details
• Company name, if applicable
• Details of the complaint
• Relevant dates and times
• Names of any people involved
• Copies of relevant documents, emails or messages
• The outcome you are seeking

Once a complaint is received, Recruitment Direct UK Ltd will review the information provided and decide the most appropriate person to investigate the matter.

Our complaints process will normally include:

• Acknowledging receipt of the complaint
• Reviewing the details provided
• Speaking with relevant members of staff where required
• Reviewing records, emails, documents, timesheets or assignment information where applicable
• Contacting the complainant for further information if needed
• Providing a response once the review is complete

We aim to acknowledge complaints promptly and provide a fair response as quickly as possible.

Recruitment Direct UK Ltd will aim to acknowledge a complaint within 3 working days of receipt.

We will aim to provide a full response within 10 working days, where possible.

If the complaint is complex or requires additional investigation, we may need more time. If this happens, we will provide an update and explain when a response is expected.

Complaints will be reviewed fairly and objectively.

The investigation may include reviewing:

• Recruitment records
• Client or applicant communication
• Assignment details
• Timesheets or payroll information
• Compliance documents
• Consultant notes
• CRM records
• Any other relevant information

Where appropriate, Recruitment Direct UK Ltd will take steps to resolve the complaint and reduce the chance of the issue happening again.

Following a complaint review, the outcome may include:

• An explanation of what happened
• An apology where appropriate
• Correction of an error
• Further communication with the complainant
• Review of internal processes
• Additional staff guidance or training
• Updated records or documentation
• Confirmation that no further action is required

Each complaint will be considered based on its own facts and circumstances.

If the complainant is unhappy with the response, they may ask for the matter to be reviewed further by a senior member of Recruitment Direct UK Ltd.

The request for escalation should explain why the complainant remains dissatisfied and provide any further information they would like considered.

A senior review will be carried out where appropriate, and a final response will be provided.

Complaints will be handled confidentially and only shared with those who need to be involved in reviewing or resolving the matter.

Information will be handled in line with our data protection and privacy processes.

If a complaint relates to personal data, data handling or privacy, Recruitment Direct UK Ltd will review the matter in line with our data protection processes.

Where required, the complaint may be treated as a data protection matter and handled under the relevant privacy or GDPR procedures.

Recruitment Direct UK Ltd takes complaints seriously.

Complaints help us identify where improvements may be needed in our service, communication, compliance processes or internal systems.

We are committed to learning from complaints and maintaining a professional recruitment service for clients, applicants and workers.

This Complaints Policy is effective from 10 June 2026 and will be reviewed annually, or sooner if required due to changes in law, regulation, guidance or Recruitment Direct UK Ltd business processes.

For complaints or service concerns, please contact: