Complaints Procedure

Our Commitment

Rapport Recruitment Ltd aims to provide a professional, reliable and transparent service to workers and clients.
If something goes wrong, we want to know.
This procedure ensures concerns are dealt with quickly, fairly, and with respect.

How to Raise a Complaint

You can submit a complaint anytime by emailing:
team@rapportrecruitment.com

Please include:

  • Your name and contact details

  • Details of what happened

  • When the issue occurred

  • Any information or evidence to support your concern

If needed, we can record your complaint over the phone by arrangement.

What Happens Next

We follow this simple process:

  1. Acknowledge your complaint within 5 working days

  2. Investigate the concern by gathering all relevant information

  3. Respond with findings and an outcome within 14 working days

If the matter is more complex, we will keep you updated with revised timeframes.

All complaints are handled confidentially and with impartiality.

Escalation Procedure

If you are not satisfied with the outcome, you can request a further review by a senior manager.
A final written response will then be provided.

Immediate Action Situations

For concerns involving:

  • Worker safety

  • Suspected exploitation or mistreatment

  • Breach of legal or ethical standards

We will act without delay, which may include:

  • Contacting the client to address the issue

  • Removing the worker from the assignment if needed

  • Escalating to the relevant authorities where required

Worker safety always comes first.

No Negative Consequences

We want people to speak up.
We guarantee:

  • No retaliation

  • No negative treatment

  • No loss of work opportunities
    for anyone raising a genuine concern.

Learning and Improvement

We review complaints to identify issues and improve our service.
Feedback directly helps us maintain high standards across our operations.

Last Updated: 2025