Complaints Procedure

Ashley Kate HR


Ashley Kate HR operates in accordance with and adherence to the Recruitment & Employment Confederation’s (REC) Code of Good Recruitment Practice. The REC Code of Good Recruitment Practice ensures that all members of the REC conduct their business ethically and to the highest standards.

Ashley Kate HR is committed to providing and maintaining a high level of service to our clients and candidates.  If you are not completely happy with any part of the service from us we need you to tell us about it.

1.  Informal Resolution


  1. 1 Any complaints relating to our service delivery will be directed to the relevant Regional Manager in the first instance (or Group Operations Director if the complaint is about a Regional Manager). You will be contacted by telephone (or other) by the Regional Manager within 6 hours to establish the facts of your complaint and be advised of the Company’s Complaints Procedure.


  1. 2 A written record of this conversation will be made and provided immediately to a Group Director detailing the complaint and the outcome of the discussions.


  1. 3 You will be provided with a copy of the Company Complaints Procedure by Karen Dowthwaite; within 4 working hours of the conversation in 1.1 above.


  1. 4 The Group Operations Director (or a Company Director; if the complaint is about the Group Operations Director) will pursue all formal complaints from this point forward.


2.  Complaint Procedure


  1. 2 If you have a complaint, please contact Karen Brown (Group Operations Director). You can write or email her at: Unit4, Interchange 25 Business Park, Bostocks Lane, Nottingham NG10 5QG or by email at 


  1. 3 A complaint must be made within 6 months of the incident complained about taking place.  All complaints are taken seriously and the following procedure followed.


3.  Resolution


  1. 1 We will send you an acknowledgment letter (from the Group Operations Director) within 2 working days of its receipt asking you to confirm or explain the details of the complaint.


  1. 2 We will record the complaint fully in our corporate records.


  1. 3 We will acknowledge your response to our letter in 1 above and confirm to you either in writing, email or telephone what will happen next within 5 days of receiving your response.


  1. 4 We will investigate fully your complaint with all those concerned.


  1. 5 Full documentation of all discussions and relevant supporting information including statements where relevant will be gathered and examined.


  1. 6 You may be invited in to discuss any part of the investigation or the outcome of such investigations during this time.


  1. 7 The Group Operations Director will give a written response to your complaint and will issue reasons for reaching a particular decision on the complaint that adequately addresses the issues that were raised in your complaint.  


  1. 8 Where it is felt appropriate and the complaint is of a serious nature further action may be taken against the company employee which may result in disciplinary action in accordance with the Disciplinary Procedures.


  1. 9 A record of the complaint and any action recorded / taken will be placed on the employees’ personal file, where necessary. 


4.  Appeals


  1. 1 At this stage, if you are still not satisfied you can write to us again.


  1. 2 We will write to you confirming our final position on your complaint and explaining our reasons.


  1. 3 If you are still not satisfied, you can contact the REC, the industry trade association, 5 Welbeck Street, London, W1G 9XT.



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