How to Complain about a REC member

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

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:-

• deal with matters of compensation
• 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
• determine commercial disputes, or those driven by competition, or get involved in contractual disputes where there is ongoing or imminent legal proceedings
• 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
• suspend or expel a member (this decision can only be made by the Professional Standards Committee)
• make an agency apologise.

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 downloadable complaints form. Please also ensure any documentary evidence is attached as our decision on how to proceed with your complaint will be based on the information provided.

Please note: (i) we are unable to accept anonymous complaints, (ii) a complaint must be made within one year of the event taking place (iii) the complaints procedure is full disclosure, so if your complaint is taken forward the agency (with your permission) will see what you have written; in turn you will see what the agency writes.

Email: standards@rec.uk.com

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

Fax: 020 7935 4112

If you have any problems completing the complaint form please contact us for assistance.

For general enquiries regarding standards, please call us on 020 7009 2186 or e-mail us at standards@rec.uk.com 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 10 working days, whereupon you will be contacted by the Advisor with their findings. If the Advisor 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 Advisor 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.