Andy File Associates, Your Trusted Recruitment Partner

Legal

Complaints Policy

How to raise a concern with us, and what happens next.

Last updated: November 2026

We aim to give every candidate, worker and client a professional, fair and courteous service. If something has gone wrong, we want to hear about it so we can put it right and learn from it. This policy explains how to make a complaint and what will happen next.

Who can complain

Anyone who has used our services, including candidates, temporary workers, clients and members of the public, can make a complaint about our service, our staff or how we have handled your personal data.

How to make a complaint

Many concerns can be sorted out quickly by talking to the consultant you have been dealing with, so please raise it with them first if you can. If you would rather not, or you are not happy with their response, please contact us in any of these ways:

Please tell us your name and contact details, what happened and when, who was involved, and what you would like us to do to put things right. Include copies of any relevant emails or documents.

What happens next

  1. Acknowledgement: we will confirm we have received your complaint within 3 working days.
  2. Investigation: a senior member of staff who was not involved in the matter will look into it. They may contact you for more information.
  3. Response: we aim to send you a full written response within 20 working days. If we need longer, we will tell you why and when to expect it.
  4. Review: if you are not satisfied with our response, you can ask for it to be reviewed by a director of the company. The director's decision is our final response.

We keep a record of complaints and how they were resolved, and we use them to improve our service. We will treat your complaint confidentially, and making a complaint will not affect how we treat you.

Complaints about your personal data

If your complaint is about how we have used or protected your personal data, please contact our Data Protection Officer at dpo@andyfileassociates.com. If you are not satisfied with our response, you have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk/make-a-complaint or on 0303 123 1113. Our Privacy Notice explains how we handle your data.

If you are still not satisfied

If you believe we have broken the rules that apply to employment agencies and employment businesses, for example about fees charged to workers or being paid for work you have done, you can contact the Fair Work Agency, the government body that enforces these rules. See making a complaint to the Fair Work Agency about your recruitment agency on GOV.UK.

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