Reviewed 1st June 2025
1. Purpose
To give clients, candidates, temporary workers, suppliers and members of the public a clear, fair and lawful route to raise concerns and to be confident those concerns will be investigated and resolved promptly and without reprisal.
2. Scope
This policy covers any expression of dissatisfaction about the services or conduct of Your Recruiters Limited (“the Company”), its directors, employees, workers or subcontractors.
- Internal staff who wish to complain about their employment should use our Grievance Procedure.
- Protected disclosures are dealt with under our Whistle-blowing Policy.
3. Our Commitments
- Treat every complainant with courtesy, respect and impartiality.
- Investigate in line with the Employment Agencies Act 1973, the Conduct of Employment Agencies and Employment Businesses Regulations 2003, the Employment Rights Act 1996, the Equality Act 2010, the UK GDPR/Data Protection Act 2018 and any other applicable law.
- Keep information confidential, sharing it only where necessary and lawful.
- Record and review complaints to improve our service.
- Never victimise anyone for complaining.
4. How to Complain
Please provide: your full name and contact details; the nature of the complaint; key dates; names of anyone involved; and any evidence.
Email (preferred)
michael.clapton@your-recruiters.co.uk
Post
Michael Clapton, Complaints
Your Recruiters Limited
Regus House
Nottingham East Midlands Airport
Herald Way
Pegasus Business Park
Castle Donington
DE74 2TZ
Telephone
+44 (0)116 467 0800 – ask for Michael Clapton
If you need this process in another language, large print, Braille or audio, let us know.
5. Process & Timescales
| Step | Action | Target timeframe* |
|---|---|---|
| Acknowledgement | Written confirmation we have received your complaint and next steps. | Within 2 working days |
| Investigation | Fact-finding by a manager with no prior involvement. We may ask for further information or interview relevant parties. | Completed within 14 working days (complex cases: max 28 days – we will tell you if we need more time) |
| Outcome | Written response detailing findings, decision and any remedy (e.g. apology, corrective action, reimbursement, staff training). | Issued immediately after investigation |
| Appeal | If dissatisfied, write to administration@your-recruiters.co.uk within 10 working days. A director unconnected with the original decision will review. | Decision within 14 working days |
*“Working days” means Monday–Friday excluding public holidays in England & Wales.
6. External Escalation
If you remain unhappy after our appeal stage you may, depending on the matter:
- ACAS Early Conciliation – mandatory before most Employment Tribunal claims (☎ 0300 123 1100).
- Employment Tribunal – within 3 months less 1 day of the incident/termination.
- Employment Agency Standards Inspectorate (or its successor the proposed Fair Work Authority) – for alleged breaches of the agency regulations.
- Information Commissioner’s Office – for data-protection complaints (ico.org.uk).
- Financial remedies (e.g. unpaid fees) – County Court/Small Claims Track.
7. Record-Keeping & Monitoring
We log every complaint on a secure register, retained for six years, including: nature, dates, actions taken, outcome and lessons learned. An annual, anonymised summary is reviewed by the Board to identify trends and prevent recurrence.
8. Review
The Joint Managing Directors review this policy each year, or sooner if legislation, guidance or business practice changes. Updated versions are published on our website and made available on request.
9. Policy Owner
Michael Clapton
Joint Managing Director & Complaints Lead
Your Recruiters Limited
michael.clapton@your-recruiters.co.uk | +44 (0)116 467 0800
Issued 01 June 2025. Next scheduled review: June 2026 or upon legislative change, whichever is earlier.
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Reviewed 1st June 2025
1. Purpose
To give clients, candidates, temporary workers, suppliers and members of the public a clear, fair and lawful route to raise concerns and to be confident those concerns will be investigated and resolved promptly and without reprisal.
2. Scope
This policy covers any expression of dissatisfaction about the services or conduct of Your Recruiters Limited (“the Company”), its directors, employees, workers or subcontractors.
- Internal staff who wish to complain about their employment should use our Grievance Procedure.
- Protected disclosures are dealt with under our Whistle-blowing Policy.
3. Our Commitments
- Treat every complainant with courtesy, respect and impartiality.
- Investigate in line with the Employment Agencies Act 1973, the Conduct of Employment Agencies and Employment Businesses Regulations 2003, the Employment Rights Act 1996, the Equality Act 2010, the UK GDPR/Data Protection Act 2018 and any other applicable law.
- Keep information confidential, sharing it only where necessary and lawful.
- Record and review complaints to improve our service.
- Never victimise anyone for complaining.
4. How to Complain
Please provide: your full name and contact details; the nature of the complaint; key dates; names of anyone involved; and any evidence.
Email (preferred)
michael.clapton@your-recruiters.co.uk
Post
Michael Clapton, Complaints
Your Recruiters Limited
Regus House
Nottingham East Midlands Airport
Herald Way
Pegasus Business Park
Castle Donington
DE74 2TZ
Telephone
+44 (0)116 467 0800 – ask for Michael Clapton
If you need this process in another language, large print, Braille or audio, let us know.
5. Process & Timescales
| Step | Action | Target timeframe* |
|---|---|---|
| Acknowledgement | Written confirmation we have received your complaint and next steps. | Within 2 working days |
| Investigation | Fact-finding by a manager with no prior involvement. We may ask for further information or interview relevant parties. | Completed within 14 working days (complex cases: max 28 days – we will tell you if we need more time) |
| Outcome | Written response detailing findings, decision and any remedy (e.g. apology, corrective action, reimbursement, staff training). | Issued immediately after investigation |
| Appeal | If dissatisfied, write to administration@your-recruiters.co.uk within 10 working days. A director unconnected with the original decision will review. | Decision within 14 working days |
*“Working days” means Monday–Friday excluding public holidays in England & Wales.
6. External Escalation
If you remain unhappy after our appeal stage you may, depending on the matter:
- ACAS Early Conciliation – mandatory before most Employment Tribunal claims (☎ 0300 123 1100).
- Employment Tribunal – within 3 months less 1 day of the incident/termination.
- Employment Agency Standards Inspectorate (or its successor the proposed Fair Work Authority) – for alleged breaches of the agency regulations.
- Information Commissioner’s Office – for data-protection complaints (ico.org.uk).
- Financial remedies (e.g. unpaid fees) – County Court/Small Claims Track.
7. Record-Keeping & Monitoring
We log every complaint on a secure register, retained for six years, including: nature, dates, actions taken, outcome and lessons learned. An annual, anonymised summary is reviewed by the Board to identify trends and prevent recurrence.
8. Review
The Joint Managing Directors review this policy each year, or sooner if legislation, guidance or business practice changes. Updated versions are published on our website and made available on request.
9. Policy Owner
Michael Clapton
Joint Managing Director & Complaints Lead
Your Recruiters Limited
michael.clapton@your-recruiters.co.uk | +44 (0)116 467 0800
Issued 01 June 2025. Next scheduled review: June 2026 or upon legislative change, whichever is earlier.