How to Complain about a REC member

Complaints & Disciplinary Procedure
Professional Standards Committee
What we cannot deal with
How to Complain
What happens then?

The REC accepts complaints and queries in regards to the standards of best practice by our members. It is a condition of membership that a member agency has in place a Complaints Procedure to deal with complaints. Therefore, before referring a complaint to the REC, we would encourage you to use the Complaints Procedure operated by the REC member, a copy of which should be provided to you by the agency concerned on request.

In relaying your concerns to an agency we would advise that these are put in writing to them. If you have been through the agency’s Complaints Procedure and no satisfactory response or explanation is provided the complaint may be referred to the REC for consideration.

Please note we can only consider those matters which fall under the Code of Professional Practice and will advise on this as part of our assessment of your complaint.

If the REC pursues a formal complaints investigation against a member, it is considered under the REC Complaints & Disciplinary Procedure. Complaints are dealt with in writing and any serious cases may be referred to the Professional Standards Committee (PSC).

Professional Standards Committee

As above, serious complaints cases may be referred to the Professional Standards Committee (PSC), as can cases where a member agency has not co-operated with a formal REC complaints investigation. The PSC, which comprises of members of the recruitment industry as well as representatives from the CBI and TUC (who look after the interests of businesses and workers), may reprimand or expel members, issue compliance orders or require inspections. Expulsions are publicised in the trade press and on this website.

What we cannot deal with

The REC Professional Standards Team are not able to:-

• investigate the conduct of an agency that is not a member of the REC
• offer legal advice
• intervene to decide disputes of a legal nature, or
• contractual or commercial disputes, or those driven by competition
• decide disputes between members and their employees or employers,
• instigate a formal complaints procedure whilst any legal, tribunal or court action is ongoing or unresolved. Please refer to the legal factsheet for details.

Please note: the REC complaints procedure does not deal with compensation in any respect.

How to Complain

Stage 1 – Complain directly to the agency·.

Request a copy of the agency’s Complaints Procedure – this will detail how the agency deals with complaints received by them and the timescales they work to in responding to a complaint.·

On receipt of the agency’s Complaints Procedure, write to the agency named contact for dealing with complaints (or the Managing Director). In your complaint please include:- the name of the person you are complaining about, the nature of the complaint, the date the incident occurred and, your desired outcome of the complaint.

Stage 2 – Complain to the REC

If after completing stage 1 you think there are unresolved issues that come under the REC remit (the FAQs may also assist you in clarifying this), please click here to be directed to our online complaints form. Please also ensure any documentary evidence is attached. Alternatively use the options below to tell us about your complaint.

Please note: (i) we are unable to accept anonymous complaints, (ii) a complaint must be made within one year of the event taking place.

Email: standards@rec.uk.com

Post: Professional Standards Department
Recruitment & Employment Confederation
15 Welbeck Street, London, W1G 9XT

Fax: 020 7935 4112

For general enquiries regarding complaints and standards, or if you are unsure if your complaint comes under the REC remit, please call us on 020 7009 2186 and we will advise.

What happens then?

We aim to acknowledge a complaint received by the Professional Standards Team within 1 working day of receipt and a member of the team will aim to formally review a complaint within 5-10 working days, whereupon you will be contacted by the assessor with their findings. If the assessor considers that a formal investigation should be undertaken by the REC we will write to you to this effect and notify you of the anticipated timescale. If the Assessor considers that a formal investigation should not be undertaken at that time, they will advise you of any other options available to you as appropriate.