Complaint Procedure | Kingsbury Personnel
POLICIES & PROCEDURES

Complaint Procedure

At Kingsbury Personnel Ltd, we aim to give every candidate, client and temporary worker a professional, fair and respectful service. If we haven't met that standard, we want to know so we can put it right. This procedure explains how to raise a complaint, what happens next, and where you can go if you're not satisfied with our response.

Last updated: September 2026

01Who can use this procedure?

You can make a complaint if you are:

  • A candidate or work-seeker who has registered with us;
  • A temporary or agency worker we have placed;
  • A client or employer who uses our recruitment services; or
  • Anyone else affected by how we have handled your personal data or conducted our business.

02What can you complain about?

For example, you may wish to complain about:

  • The standard of service or communication you received;
  • The conduct or behaviour of a member of our team;
  • How we have handled your application, CV or registration;
  • Pay, fees or terms relating to a placement arranged by us;
  • How we have collected, used or stored your personal data; or
  • Discrimination, unfair treatment or any other concern about how we operate.

03How to make a complaint

Please contact us in writing where possible, so we have a clear record of your concerns. Mark your message "Complaint" and send it to:

Telephone: +44 (0) 1494 211220 (we will ask you to confirm the details in writing)
Post: Kingsbury Personnel Ltd, 124 City Road, London, England, EC1V 2NX (marked "Complaint")

To help us investigate quickly, please include:

  • Your full name and contact details;
  • The name of the consultant or team member involved, if known;
  • What happened, with dates and any relevant emails, messages or documents; and
  • What outcome you would like.

If you need us to make reasonable adjustments to help you raise a complaint, such as accepting it in a different format, please tell us and we will do our best to help.

04What happens next

Stage 1: Acknowledgement and investigation

  • We will acknowledge your complaint within 2 working days of receiving it.
  • Your complaint will be passed to a manager who was not involved in the matter, who will look into it fairly and impartially.
  • We may contact you for more information, and we will speak to the people involved.
  • We will send you a written response within 10 working days, explaining what we found, what we have decided, and any action we will take.
  • If we need longer, for example because we are waiting on a third party, we will tell you why and let you know when to expect our response.

Stage 2: Review by a director

If you're not satisfied with our Stage 1 response, you can ask for it to be reviewed. Please reply within 20 working days of receiving our response, explaining why you feel the matter hasn't been resolved. A director who was not involved in Stage 1 will review your complaint and the original investigation, and will send you a final written response within 15 working days.

05If you're still not satisfied

We hope to resolve your complaint ourselves. If you remain unhappy after going through our procedure, you may be able to take the matter further:

  • Concerns about how a recruitment agency has acted: You can complain to the Fair Work Agency, the government body that enforces the rules for employment agencies and employment businesses in Great Britain. See making a complaint to the Fair Work Agency about your recruitment agency.
  • Concerns about your personal data: You can contact the Information Commissioner's Office (ICO), the UK's data protection regulator, at ico.org.uk/make-a-complaint. Kingsbury Personnel Ltd is registered with the ICO (Reg. No. ZB196377).
  • Pay and employment rights: Free, impartial advice is available from Acas.

You may also have the right to bring a claim to an employment tribunal or a court. Time limits can apply, so if you're considering this, we recommend seeking advice early.

06Urgent safeguarding or safety concerns

If you have a concern about the immediate safety or welfare of a person in a care or nursing setting, please don't wait for this procedure. Contact the emergency services on 999 or the relevant local authority safeguarding team straight away, and then let us know so we can act on it too.

07Confidentiality and fair treatment

  • We will treat your complaint confidentially and share it only with the people who need to know in order to investigate and resolve it.
  • Making a complaint will never affect how we treat you, including your registration with us or the roles we put you forward for.
  • We will keep a record of your complaint and our response, and handle it in line with our Privacy Policy.

08Learning from complaints

We review the complaints we receive to spot trends and improve our service, our training and the way we work.

09Contact us

Company: Kingsbury Personnel Ltd (Company No. 11804530)
Registered office: 124 City Road, London, England, EC1V 2NX
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