Making a complaint

FAQs

Understand the types of complaint that we can and can’t investigate.

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The law states that we can store cookies on your device if they are strictly necessary for the operation of this site. For all other types of cookies we need your permission.

This site uses different types of cookies. Some cookies are placed by third party services that appear on our pages.

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REC members are recognised for their professionalism and the value they provide to clients and candidates – a standard we maintain through a dedication to compliance, ethics and professionalism.

If you have a complaint about an REC member and believe that they may have breached the REC Code our Complaints and Disciplinary Procedure requires you to take the following steps.

All REC members should have their own complaints procedure in place, which is easily accessible, and you should ask the agency for a copy. This document will explain how they handle complaints and the expected timescales for a response. If you decide to make a complaint, be sure to include the name of the person you are complaining about, the nature of the complaint, the date of the incident and your desired outcome.

At the conclusion of the agency’s complaints procedure if you believe the response does not resolve the issue, you can raise a complaint with the REC by completing our complaint form. Please ensure any documentary evidence is attached as our decision on how to proceed with your complaint will be based on the information you provide.

We will acknowledge an emailed complaint form on receipt and aim to review within 15 working days. After the review, a member of our complaints team will contact you and will inform you if a formal investigation by the REC we will be carried out. If we decide a formal investigation isn’t necessary, we will advise you of any other options available to you if appropriate.

Please note: We cannot accept anonymous complaints, and a complaint must be made within six months of the event taking place. We do not normally investigate a complaint whilst there are legal proceedings planned or ongoing. Please read our Legal Fact Sheet. The complaints procedure requires full disclosure, which means if the complaint is taken forward, the agency will see what you have written, and you will see the agency’s response.

If you have read our FAQs and Complaints and Disciplinary Procedure, and you want to go ahead and make a complaint, fill in this form and send it back to us.