Our Complaints Policy


If you are a candidate, or a representative of a candidate, and have a concern about your/their recruitment journey speak to your designated Recruiter or Candidate Support Manager (CSM) in the first instance.

Your Recruiter or Candidate Support Manager can be reached via our National Recruiting Centre on 0345 600 8080 or your local Recruiting Office or Reserve Unit, who will pass your enquiry to an appropriate team member to help you. Recruiting staff will be able to assist you with a whole range of matters to help get you back on track.

Making a complaint

Please note: This information is for recruitment complaints only. Any complaints regarding Service Personnel must be submitted by using the information on the MoD website.

Once you have ensured all possible avenues have been taken in order to resolve your issue and you still wish to make a formal complaint you can contact our Complaints and Governance Team in writing to:

The Complaints & Governance Team
Recruiting Group Headquarters
Building PK 21
Trenchard Lines
Upavon
Wiltshire
SN9 6BE

Or you can call our Contact Team on 0345 600 8080 who will triage your concerns and provide you with an email address to submit your complaint to.

When submitting your complaint, either by post or email, 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 ensure your Unique Reference Number (URN) is provided on all correspondence.

What happens next? 
You will receive a written acknowledgement on receipt of your complaint, within seven (7) working days. 

When will I get a response?
We hope to fully investigate and provide you with a full written response to your complaint within 21 working days. We will let you know if we need more time.

All feedback is taken very seriously, and it is appreciated as it provides us with an opportunity to improve our standards.