Legal · 08
Complaints Procedure
Last updated: 2 July 2026
We aim to provide a professional, transparent service to every candidate and client. If we fall short, we want to hear about it and put it right quickly.
1. How to raise a complaint
Email complaints@progresslane.co with:
- Your name and preferred contact details.
- A summary of what happened, including dates and the people involved.
- What outcome you are looking for.
Where you would prefer to write to us by post: Progress Lane Recruitment Agency Ltd, 128 City Road, London EC1V 2NX, United Kingdom.
2. Our response times
- Acknowledgement - within 2 working days.
- Substantive response - within 15 working days.
- If we need longer (for example to investigate involving third parties), we will tell you why and give an updated timeline.
3. How we handle complaints
- Reviewed by someone independent of the matter.
- Handled confidentially and without retaliation.
- Findings and any remedial actions are shared with you in writing.
- Complaints and outcomes are logged and reviewed by senior management quarterly.
4. Escalation
If you are not satisfied with our response, you can escalate depending on the nature of the concern:
- Data protection & privacy - the UK Information Commissioner's Office (ico.org.uk) or your local supervisory authority in the EEA.
- Recruitment conduct (UK) - the Employment Agency Standards Inspectorate (EAS).
- Discrimination - the Equality Advisory and Support Service (EASS) or your local equivalent.