Complaints Policy

Effective date: 4 November 2026 · Last updated: 4 November 2026

In short: if something has gone wrong, tell us. We will confirm we have your complaint within 2 working days and aim to resolve it within 10 working days. If you are not happy with our answer, you can escalate it.

1. How to make a complaint

You can contact us in whichever way suits you:

  • Email: complaints@healthcare-recruitment-agency.com
  • Online: the enquiry form on any page of this site

2. What to include

Please give as much detail as you can, so we can look into it quickly:

  • your name and how to contact you
  • what happened and when
  • who you dealt with, if you know
  • any documents, emails or screenshots that help explain the problem
  • what you would like us to do to put it right

3. We acknowledge your complaint

We will confirm that we have received your complaint within 2 working days and tell you the name of the person handling it.

4. We investigate

We will look into your complaint fully and fairly. Depending on the issue, the outcome may include an apology, a correction, a refund or credit, or another remedy. Our reply will explain what we found and what happens next.

5. We aim to resolve it within 10 working days

We aim to resolve complaints within 10 working days of receiving them. If a complaint is complex and will take longer, we will send you an update, explain why, and give you a new date.

6. If you are not satisfied

If you are not happy with how we resolved your complaint, reply to our response or email complaints@healthcare-recruitment-agency.com with “Escalation” in the subject line. A member of our management team who was not involved will review your complaint and how it was handled, and keep your information confidential.

7. Complaints from candidates

If you are a job candidate, you can use this same process. We never charge candidates any fees. If anyone has asked you for money in our name, please tell us straight away using the contact details above.

8. Record keeping and learning

We keep a record of each complaint and our response for at least six months. Our management team reviews complaints regularly to spot trends and improve our service. We welcome feedback on how we handled your complaint.