Complaints Procedure

How to complain

Email info@andrews-recruitment.com with "Complaint" in the subject line. Say what happened and what you would like done about it. A complaint can also be made by phone on +44 7852 781 836 and will be written up on your behalf.

You do not need to have been a client or a placed candidate. Anyone ARG has dealt with can complain, including somebody who was contacted and did not want to be.

What happens, and when

ARG is a small business and these timescales are set so they can actually be kept.

• Acknowledgement within 2 working days, confirming what has been understood as the complaint.
• A substantive written response within 10 working days. Where something cannot be resolved in that time, ARG writes within 10 working days to say why and when it will be.
• The response says what was found, what will be done and what will not, and why.

If you are not satisfied

Ask for the complaint to be reviewed by the founder, Tom Andrews, who will respond within a further 10 working days. ARG is a small business, so this is a genuine second look rather than a different department.

Beyond that, the route depends on the subject. A data protection complaint can go to the Information Commissioner’s Office at ico.org.uk. A complaint about conduct as an employment agency or employment business can go to the Employment Agency Standards Inspectorate at gov.uk. Neither requires ARG’s agreement and neither costs anything.

Other policies

• Modern Slavery and Human Trafficking Statement
• Equality, Diversity and Inclusion
• Candidates with Criminal Convictions
• Accessibility Statement