Hales Group Ltd 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 standards where necessary.

Complaints procedure

If you have a complaint please contact our Quality and Compliance Manager in writing at Jarrold House, Grove Road, Lowestoft, Suffolk NR32 1EB. Alternatively, you can email a complaint here.

Next Steps:

We will write to you to acknowledge receipt of your complaint within 3 working days of us receiving it.

We will start to investigate your complaint. This can involve any or all of the following steps:

We may hold an investigation meeting with the member of staff about whom you are complaining and/or ask them to reply to your complaint in writing

We will examine the member of staff’s reply and the information you have provided to us

Our Quality and Compliance Manager may need to contact you to discuss further details of your complaint and if so will do so in a timely manner

We will write to you confirming the outcome of our investigations and include our suggestions for resolving the matter. You can expect to receive this detailed response within 28 days of your original complaint being received. If for any reason we find that the investigation may take longer than 28 days we will write to you to inform you of the delay and provide you with an anticipated conclusion date.

At this stage, if you are not satisfied with the outcome, you can contact us again and a Director of the company will review the decision within 10 days and write to you to explain why they feel the decision was correct, or to offer an alternative solution if they feel the decision was inappropriate.

If you are still not satisfied at that stage you are able to raise concerns with the following regulatory bodies:

The Employment Agencies Standards Inspectorate at the Department for Business and Enterprise & Regulatory reform

The Care Quality Commission (CQC) 

Citygate Gallowgate

Newcastle upon Tyne


Tel: 03000 61 61 61

Local Government Ombudsman 

PO Box 4771



Tel: 0300 061 0614

Gangmasters Licensing Authority

PO Box 10272



Tel: 0800 432 0804

Recruitment and Employment Confederation 

Professional Standards Team,

15 Welbeck Street,



Tel: 020 7009 2100


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