How to make a complaint
Care workers, care providers and anyone else who deals with us can complain about our service. We would rather hear about a problem than have it left unsaid, and a complaint will not count against you when we offer work or staff.
Our complaints process
- Tell us. Phone 020 8240 7884, email info@carerecruitment.net or write to 30 High St, Thornton Heath CR7 8LE. Say what happened, when and who was involved, and what you would like us to do. If you phone, we write down what you tell us and send you a copy.
- We investigate and reply in writing. We acknowledge every complaint in writing. Someone who was not involved in what went wrong looks into it, speaks to the people concerned and checks our records. We then write to you with what we found, what we are doing about it and why.
- Escalation. If you are unhappy with our reply, write back and tell us why. We review the complaint again and send you our final answer in writing. You can then take the matter to one of the independent bodies listed below.
Where else you can go
Which body can help depends on what the complaint is about.
- How an agency treated you as a work-seeker
- In England, Scotland and Wales, the Fair Work Agency, which took over from the Employment Agency Standards Inspectorate in April 2026 and takes complaints through GOV.UK or on 0345 161 6000. In Northern Ireland, the Employment Agency Inspectorate at the Department for the Economy, on 028 9025 7796.
- How we used your personal data
- The Information Commission, the data protection regulator since 30 September 2026 (it replaced the Information Commissioner), reachable through ico.org.uk or on 0303 123 1113.
- The care a service gives
- Concerns about a care service itself go to that service first, then to its regulator: the Care Quality Commission or Ofsted in England, the Care Inspectorate in Scotland, Care Inspectorate Wales, or the RQIA in Northern Ireland.
If you think someone is at risk of harm now, contact the safeguarding team at the local council, or at the health and social care trust in Northern Ireland, or call the police on 999 in an emergency.