Our Complaints Policy

Recruiting Group is committed to providing a quality service to our candidates. If you are not satisfied with the level of service you have received from us or you are an agency that has a complaint about an advert, we would like you to tell us about it. All feedback is taken very seriously, and it is appreciated as it provides us with an opportunity to improve our standards.

The feedback you provide us will be referred on to the relevant team. Therefore, if you are a candidate or a representative of a candidate and have a concern about your/their recruitment journey, we encourage you to speak to a Recruiter or Candidate Support Manager, in the first instance. Alternatively, you can call our Contact Team on 0345 600 8080, who will pass your enquiry to an appropriate team member to help you.

If we have been unable to resolve your issue by speaking to our recruitment team, you may then wish to make a formal written complaint to our Complaints & Governance team.

The team sit separately from the operational business and are responsible for objectively reviewing and investigating any complaints you may have without delay. Before you do this, we ask that you check that your issue is a complaint. The ‘Frequently Asked Questions’ section will guide you through this process:

Frequently Asked Questions

Is my issue a complaint?

Example situations:

My Medical results are taking too long

Sometimes delays at this stage of the recruitment process can occur, and whilst we recognise that this may be frustrating, we recommend that you check the status of your results with your GP surgery or your recruiter first before raising this as a complaint. A medical decision can be dependant on feedback from your own GP or a Hospital Specialist.

I have been rejected on Medical Grounds and I don’t agree with the decision

 If you believe that our decision has been made based on incorrect or inadequate medical information, then you are able to submit an appeal. In order for your appeal to be considered it should satisfy the following requirements:

  1. Your appeal letter should ideally be typed or emailed and include your Full Name, URN (please see Ref on your medical rejection letter), Date of Birth and the detail against which you are appealing
  2. It must be signed and dated by you (the candidate)
  3. With your letter, you must send new medical information from your Doctor or Hospital Specialist that is treating you and it must relate to the reason you have been medically rejected. You will be responsible for any costs related to obtaining this information
  4. The additional medical information must be clear, readable and provide enough detail for our Lead Clinician to make a decision
  5. Please look at the address in the appeals section of your medical outcome communication to ensure your appeal is sent to the correct location

I am unhappy with the way I have been treated during my application process

Your experience during the recruitment process is very important to us, and we want to ensure all our candidates have an enjoyable and positive one. If you feel this is not the case, and you are unable to raise your concerns directly with one of our recruitment team, you should raise a complaint in writing.

Please provide clear details on what has occurred with as much information as possible. The more information that you provide at start of this process, the quicker we will be able to deal with your issue. Please then follow the complaints process below.

How do a raise a complaint?

You can contact our Complaints & Governance team. by post or email: Please write by post to: The Complaints & Governance team; Recruiting Group Headquarters, Building PK21, Trenchard Lines, Upavon, Wiltshire, SN9 6BE. Or email: RG-HQComplaints@mod.gov.uk

What information should be given?

It is important that you provide us with as much information as possible so we can fully investigate your complaint as quickly as possible. Please be specific and include any dates; times; names etc. If you have more than one concern to raise, we ask that you submit your complaint with clear bullet points of each of the issues you would like us to investigate. We can then respond to each point raised.

When will you confirm you have received my complaint?

We will send you a written acknowledgement (email or letter) on receipt of your complaint, within seven (7) working days. We will also inform you of the dedicated member of the team who will be dealing with your complaint.

What happens next?

We will record your complaint in our central register and start to investigate on your behalf. This may involve some or all of the following steps:

  • Examine your application record to ascertain the sequence of relevant events & related correspondence, and discuss your concerns with our recruitment team in the first instance
  • Interview the relevant team members for clarification on the issue
  • Liaise with senior management as appropriate
  • Request further information from you

When will I get a response?

 We hope to fully investigate and resolve all complaints within 21 working days. We will let you know if we need more time.

A full written response to your complaint will be provided. In addition, the Complaints & Governance team representative may escalate your concerns to the relevant Manager, who may wish to discuss the events surrounding your complaint directly with you.

What happens if I’m not happy with the response?

If you are not satisfied with the outcome, you can make a written request for escalation of your complaint. The investigation will be reviewed by a senior manager who will respond directly with their findings and a final conclusion.

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