Formal Complaints Policy & Procedure

Morgan Hunt UK Ltd is committed to providing the highest level of service to our customers. However, if you are dissatisfied with any aspect of the service you receive from us we encourage you to let us know.

If you have a complaint, please email our Quality Care team at feedback@morganhunt.com, visit the Contact Us page to see how to submit feedback or issue a complaint or send a letter to Quality Care, Morgan Hunt UK Ltd, Standon House, 21 Mansell Street, London, E1 8AA.

  1. We will record your complaint in our central register upon receiving it.
  2. We will acknowledge your complaint within 2 working days of receipt, confirming the details and setting out what happens next.
  3. We will then investigate the complaint on your behalf. This is likely to involve the following:
    • Examining your records on our candidate management system;
    • Speaking to the person/s you have dealt with within Morgan Hunt and any other relevant parties;
    • We may request further information from you as appropriate.
  4. Within 10 working days of receipt of your complaint, a written response will be sent to you.  However if you have raised a request for access to information held about you on our system (“Subject Access Request”) we may take up to 40 days to respond to you.  We may charge you a £10 administration fee for undertaking a Subject Access Request.
  5. If you are not satisfied with the outcome of your complaint you can, within 5 working days of receipt of the response or decision, send a written request that it be reviewed.
  6. At this stage your complaint will be escalated to a Director at Morgan Hunt who will review the initial decision. We will let you know the outcome of this review in writing as soon as possible and in any event within 10 working days of receipt of your request to review the initial decision. The Director’s decision will be final.
  7. We aim to acknowledge, investigate and resolve all complaints within 25 working days of receipt (subject to it being a Subject Access Request (see point 4 above)).
  8. If you are still not satisfied with the outcome of the complaint, we advise you to contact APSCo, the recruitment industry body of which Morgan Hunt is a member or the Employment Agencies Standards Inspectorate at the Department for Business Innovation and Skills:

 
APSCo: complaints@apsco.org
Dept for Business Innovation and Skills
Employment Agency Standards Inspectorate
1 Victoria Street
London
SW1H 0ET
Website: http://www.bis.gov.uk
Helpline: 0800 917 2368