At Chiltern Recruitment, we aim to deliver a professional, fair, and high-quality service to both candidates and clients. We take complaints seriously and see them as an opportunity to improve our services.

This Complaints Policy sets out how we handle concerns and complaints in line with the Employment Agencies Act 1973 and the Conduct of Employment Agencies and Employment Businesses Regulations 2003 (as amended).

1. Who can make a complaint?

Complaints may be raised by:

Candidates who have used our recruitment services or applied for roles through Chiltern Recruitment.
Clients who have engaged us to provide recruitment services.
Any individual or organisation affected by our conduct in the course of business.

2. What issues can be raised?

You may raise a complaint about (but not limited to):

The standard of service provided.
Alleged discrimination or breach of our Equal Opportunities Policy.
Misrepresentation of a vacancy or recruitment process.
Conduct of Chiltern Recruitment staff or representatives.
Breach of confidentiality or concerns about how your data has been handled.

3. How to make a complaint.

Complaints should be made in writing wherever possible to ensure clarity. Please contact us via:

📧complaints@chilternrecruitment.co.uk
📞01494 555222

Please include:

Your name and contact details.
Details of the complaint (including dates, people involved, and any supporting information).
The outcome you are seeking, if applicable.

4. How we handle complaints.

Acknowledgement – We will acknowledge your complaint within 5 working days of receipt.
Investigation – We will review the matter in detail, which may involve speaking with relevant staff, clients, or candidates.
Response – We aim to provide a full written response within 14 working days. If the complaint is complex, we will keep you informed of progress and provide an expected timescale.
Resolution – Where a complaint is upheld, we will take appropriate corrective action.

5. Escalation.

If you are not satisfied with the outcome of your complaint, you may request that it be reviewed by a senior manager or director of Chiltern Recruitment.

If you remain dissatisfied after internal review, you may also have the right to escalate your complaint to an external body such as:

Employment Agency Standards Inspectorate (EAS) – which regulates employment agencies in the UK.
Advisory, Conciliation and Arbitration Service (ACAS) – for workplace rights and dispute resolution.
Information Commissioner’s Office (ICO) – for concerns relating to data protection and privacy.

6. Confidentiality.

All complaints will be handled sensitively and in confidence, in line with our Privacy Policy and UK data protection law. Information will only be shared where necessary to resolve the matter.

7. Monitoring and review.

We record and review all complaints to help improve our service and ensure ongoing compliance with UK recruitment regulations.

8. Contact us.

If you wish to make or discuss a complaint, please contact us at: