Complaints Procedure

The OA Group is committed to providing a high-level service to our customers. If you do not receive satisfaction from us we need you to tell us about it. This will help us to improve our standards.

Complaints Procedure

If you have a complaint, please contact our compliance team via email at Compliance@oa-uk.co.uk in the first instance so that we can try to resolve your complaint informally.

If we are unable to resolve your complaint:

Next Steps

• We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within 5–7 days of us receiving your complaint.
• We will record your complaint in our central register within a day of having received it.
• We will acknowledge your reply to our acknowledgment letter and confirm what will happen next. You can expect to receive our acknowledgement letter within 5–7 days of your reply.
• We will then start to investigate your complaint. This will normally involve the following steps:
  • We may ask the member of staff who dealt with you to reply to your complaint within 5 days of our request
  • We will then examine the member of staff’s reply and the information you have provided for us. If necessary, we may ask you to speak to them. This will take up to 4 days from receiving their reply.
• We will let you know of the outcome of this review within 5 days of the end of the review. We will write to you confirming our final position on your complaint and explaining our reasons.

If you are still not satisfied, you can contact the Employment Agencies Standards Inspectorate at the Department for Business Innovation and Skills, or the REC (the industry trade association of which we are a member) by writing to:

Consultancy and Compliance Team
REC, Dorset House, 1st Floor
27–45 Stamford Street
London, SE1 9NT

If we have to change any of the time scales above, we will let you know and explain why.

Note: In any event, we will comply with any statutory procedures that may relate to your complaint.