Complaints Policy

Version 1.1 Pegaz Recruitment Ltd t/a Joanna Black Recruitment · Co. No. 09521939 Last updated: June 2026

1. Our commitment

Pegaz Recruitment Ltd, trading as Joanna Black Recruitment, is committed to providing a professional, fair and high-quality service to all candidates and clients. We take every complaint seriously and use feedback — including formal complaints — as an opportunity to identify where we can improve.

This policy explains how to raise a concern and what you can expect from us in response.

2. What counts as a complaint?

A complaint is any expression of dissatisfaction with our services, conduct or communications that requires a formal response. This includes, but is not limited to:

Failure to respond or communicate in a timely and professional manner
Concerns about how your personal data has been handled
Concerns about discriminatory conduct or bias in recruitment processes
Disputes about fees, terms or service outcomes
Unprofessional or inappropriate behaviour by any representative of the agency
Breaches of the Conduct of Employment Agencies and Employment Businesses Regulations 2003

3. How to raise a complaint

Complaints can be submitted in writing by email to:

Joanna Black, Director
Pegaz Recruitment Ltd t/a Joanna Black Recruitment
Email: hire@joannablack.co.uk
Subject line: Formal Complaint

Please include the following when submitting your complaint: your name and contact details; the nature of your concern; dates, names and any relevant documentation; and the outcome you are seeking.

4. Our complaints procedure

Acknowledgement

We will acknowledge receipt of your complaint in writing (by email) and confirm the name of the person handling it.

Within 2 working days

Investigation

We will review all relevant information, speak to any parties involved and assess the complaint objectively and in good faith.

Ongoing from receipt

Written response

We will provide a full written response setting out our findings, any actions taken and, where appropriate, an apology or proposed remedy.

Within 28 calendar days of receipt

If you remain dissatisfied

If our response does not resolve your complaint, you may escalate the matter to an appropriate external body (see section 5 below).

After our final response

5. External escalation

If you remain dissatisfied after receiving our final written response, you may refer your complaint to one of the following bodies depending on the nature of your concern:

Recruitment & Employment Confederation (REC) — industry body for recruitment standards: rec.uk.com
Information Commissioner's Office (ICO) — for data protection and privacy concerns: ico.org.uk · 0303 123 1113
Equality and Human Rights Commission (EHRC) — for discrimination concerns: equalityhumanrights.com · 0808 800 0082
Employment Agency Standards Inspectorate (EAS) — for breaches of the Conduct Regulations: gov.uk/employment-agencies

6. Confidentiality

All complaints are handled in strict confidence. Information relating to a complaint is shared only with those who need it in order to investigate and resolve the matter. Personal data processed in connection with a complaint is handled in accordance with our Privacy Policy and the UK GDPR.

7. Complaints register

All formal complaints are logged in our internal complaints register, regardless of outcome. The register records: the date received, the nature of the complaint, actions taken and the resolution. It is reviewed periodically to identify patterns, recurring issues and opportunities to improve our service.

Responsible person: Joanna Black, Director · Last reviewed: June 2026 · Next review: June 2027