Our Statement

Rubicon Recruitment is committed to providing a high standard of service to everyone we work with. That includes our clients, our candidates, the temporary workers we place, our suppliers and members of the public. If you do not receive satisfaction from us, we need you to tell us about it. This will help us to improve our standards.

All complaints are logged and reviewed periodically to identify trends and opportunities for service improvement. Records include the nature of the complaint, actions taken and outcomes. This process helps us ensure continuous improvement and compliance with regulatory standards.

You will not be treated less favourably, have work withheld, or be removed from an assignment because you have raised a complaint in good faith.

Purpose & Scope

This policy sets out how to complain, what we will do and what you can do if you are not satisfied.

Who Can Use This Policy

• Candidates, Temporary Workers and work-seekers, whether or not we have placed you
• Clients and prospective clients
• Suppliers and partners
• Members of the public

You can complain yourself or ask someone to do it for you. If someone complains on your behalf, we will ask for your written authority before we share information with them.

We cannot usually investigate anonymous complaints because we are unable to check the details, give anyone the opportunity to respond or tell the complainant the outcome. However, we will review any anonymous information we receive and will take proportionate steps if it suggests a risk to someone’s health, safety or wellbeing or a breach of the law.

Making A Complaint

If you have a complaint, please contact us via one of the below channels:

Your Consultant: In the first instance, we encourage you to speak to your Consultant who is normally the best person to deal with issues.

Email: speakup@rubiconpeople.co.uk

Telephone: 01202 680311

Post: Rubicon Recruitment, 71 High Street, Poole, BH15 1AF

In person: to any member of our staff, who will record details for you

Tell us what happened, when, who was involved. It helps us to know what you think would put things right, although we cannot guarantee a particular outcome.

Please let us know if you need additional support.

Complaints Process

Stage 1

We will record your complaint and we will endeavour to provide you

with our acknowledgment within 2 working days of receiving your complaint when we will give the approximate time we expect our investigation to take. However, we can only commit to responding within 20 working days.

In some circumstances, such as Data Protection Complaints, the legal deadline is 30 calendar days.

Stage 2

We will then investigate your complaint.

If anything needs clarifying we will come back to you to obtain further information.

If you tell us you wish your complaint to be treated as confidential, we will retain a confidential record with restricted access. However, it may prevent us from investigating fairly if we are unable to speak to others involved.

Where appropriate, we will keep you advised of progress with our investigation.

Stage 3

We will respond to you with a written explanation of the outcome and action taken as quickly as possible. We cannot advise you of action taken involving another individual as it would breach their entitlement to protection of personal data.

Stage 4

If you are not satisfied, ask us to review our response within 20 working days, telling us which parts you disagree with and why.   We will aim to confirm our final position within 15 working days.

That ends our internal process.

If you are still not satisfied, please see the options available to you in section ‘Alternative Dispute Resolution’.

Harassment, Discrimination And Safeguarding 

Complaints about harassment, sexual harassment, discrimination, victimisation, safeguarding, modern slavery or criminal conduct are dealt with at a senior level.   We will endeavour to maintain confidentiality but we may need to speak to other people, such as witnesses to fairly investigate the issue.

If You Are Working On A Client Site

If your complaint involves anyone at the client site, including their staff, contractors, visitors or customers. tell us. You do not have to raise it with the client first. We will liaise with the client to investigate and, where it is right to do so, may take you off the assignment.

Referring Complaints

We will refer a complaint to the police, a safeguarding authority or the Fair Work Agency where that is the right thing to do to protect you or someone else. A referral does not stop our own investigation.

Confidentiality

We share information only with the people who need it. We will not ask you to sign a confidentiality or non-disclosure agreement as a condition of settling a complaint about harassment or discrimination.

Protection From Retaliation

Making a complaint will not affect the work we offer you. If we have a separate concern about your own conduct or performance, we will deal with it on its own evidence, and only where we would have taken the same action had you never complained. The person who decides that will not be the person handling your complaint, and we will record our reasons.

Anyone at Rubicon who victimises a complainant or a witness could face disciplinary action.

Legal Time Limits 

Using this process does not pause or extend any legal time limit that applies to you externally.

For anything that happened on or after 1 October 2026, you have six months to bring most claims to an Employment Tribunal. For anything that happened before 1 October 2026, you have three months less one day.

Accessibility 

If you require this policy or any part of the complaint process in an alternative format or need assistance, please let us know, and we will endeavour to make the necessary accommodations.

IMPARTIALITY

All complaints will be handled impartially. The person investigating your complaint will ensure objectivity and fairness throughout the process and will not investigate a complaint about their own conduct or decisions.

ALTERNATIVE DISPUTE RESOLUTION

If you remain dissatisfied with our final response, you may seek further assistance through the below channels.

The Fair Work Agency

The government body that enforces standards for employment agencies and employment businesses. It took this over from the Employment Agency Standards Inspectorate on 7 April 2026, along with the work of the Gangmasters and Labour Abuse Authority and HMRC minimum wage enforcement.

Website: gov.uk/government/publications/making-a-complaint-to-the-fair-work-agency-about-your-recruitment-agency

The Recruitment And Employment Confederation

We are a corporate member and follow the REC Code of Professional Practice. The REC is a voluntary membership body, not a statutory one, and it will not usually look at something that happened more than six months ago.

Website: rec.uk.com

Phone: 020 7009 2100

The Information Commissioner (ICO)

The UK’s independent regulator for data protection and information rights, covering complaints about how organisations have handled personal data.

Website: ico.org.uk

Phone: 0303 123 1113

Address: Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

ACAS/Tribunal

The free, independent advice service for workers and employers. You must notify ACAS before making most employment tribunal claims, and doing so pauses your time limit until early conciliation ends. Early conciliation can last up to 12 weeks and often settles a dispute without a tribunal.

Website: acas.org.uk

Phone: 0300 123 1100

Last Modified: 22/09/2026 | Harriet Friend