Complaints & Agency Workers Regulations (AWR) Resolution Policy 2025

Updated April 2025

Applebough Recruitment limited 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. This policy sets out Applebough Recruitment’s approach to handling complaints and resolving disputes under the Agency Workers Regulations 2010 (AWR). It ensures that candidates, workers, and clients have access to a fair, transparent, and efficient complaints process. The policy outlines how AWR-related issues will be handled, including pay parity, holiday entitlement, and equal treatment claims

Complaints Procedure

If you have a complaint, please contact Sana Tang, Associate Director by phone on 0121 827 4644 in the first instance so that we can try to resolve your complaint informally.

At this stage, if you are not satisfied, please contact Ashley Greaves, Managing Director. You can write to him at: Applebough Recruitment limited Recruitment, Second Floor, 2 The Waterhouse, Waterhouse Street, Hemel Hempstead, Hertfordshire, United Kingdom, HP1 1ES

Next steps

1. 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 3 days of us receiving your complaint.
2. We will record your complaint in our central register within a day of having received it.
3. We will acknowledge your reply to our acknowledgment letter and confirm what will happen You can expect to receive our acknowledgement letter within 3 days of your reply.
4. We will then start to investigate your complaint. This will normally involve the following steps.
5. We may ask the member of staff who dealt with you to reply to your complaint within 5 days of our request
6. We will then examine the member of staff’s reply and the information you have provided for If necessary, we may ask you to speak to them. This will take up to 4 days from receiving their reply.
7. Sana Tang will then invite you to meet her to discuss and hopefully resolve your complaint. She will do this within 3 days of the end of our investigation.
8. Within 2 days of the meeting Sana Tang will write to you to confirm what took place and any solutions she has agreed with you.
9. If you do not want a meeting or it is not possible, Sana Tang will send you a detailed reply to your complaint. This will include her suggestions for resolving the matter. She will do this within 5 days of completing her investigation.
10. At this stage, if you are still not satisfied you can write to us again. Another Director of the company will review Sana Tang’s decision within 10 days.
11. We will let you know of the outcome of this review within 3 days of the end of the review. We will write to you to confirm our final position regarding your complaint and explain our 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 the Consultancy and Compliance Team, REC, 20 Queen Elizabeth Street, London SE1 2LS.
12. If we have to change any of the time scales above, we will let you know and explain why.
13. If we must change any of the time scales above, we will let you know and explain why.

AWR Disputes and Resolution

1. Where a complaint relates to rights under the AWR, Applebough Recruitment will liaise with the hirer to gather relevant information.
2. Any discrepancy in pay, holiday entitlement, or equal treatment will be investigated within statutory timescales.
3. If an error is identified, corrective measures will be implemented promptly, and workers will be informed of their entitlements.

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