Last updated: 3 October 2026
U&P Recruitment Ltd aims to give all our customers the highest standards of service. We understand that things don’t always go to plan, and there may be times when we fall short of your expectations. When this happens, we want you to tell us, and we will do our very best to put things right as quickly as possible and to your satisfaction.
We aim to resolve issues as soon as we’re made aware of them. If you feel we haven’t done this, we have clear and simple procedures to make sure your complaint is handled fairly and sensitively. We will also try to fix the root cause of the problem so that we don’t make the same mistake again.
How to make a complaint
If you have a complaint, please contact Peter Bond, Office Manager:
- by email at info@uandp.co.uk
- by phone on 023 8027 0002
- by post at U&P Recruitment Ltd, Unit 34, Basepoint Business Centre, Abbey Park Industrial Estate, Romsey, SO51 9AQ
What happens next
- We will record your complaint in our complaints register within one working day of receiving it.
- We will send you an acknowledgement within 5 working days, asking you to confirm or explain the details, and telling you the name of the person dealing with your complaint.
- Once you have replied, we will confirm what will happen next within 5 working days.
- We will then investigate. We may ask the member of staff who dealt with you to respond within 5 working days, and we will review their response alongside the information you have given us. If necessary, we may ask to speak to you. This normally takes up to 4 working days from receiving their response.
- Peter will then invite you to meet to discuss and, we hope, resolve your complaint. He will do this within 5 working days of the end of our investigation.
- Within 2 working days of the meeting, Peter will write to you to confirm what was discussed and any solutions agreed.
- If you do not want a meeting, or one is not possible, Peter will send you a detailed written reply, including his suggestions for resolving the matter, within 5 working days of completing the investigation.
If you are still not satisfied
If you are not happy with the outcome, please let Peter know. Your complaint will then be escalated to The Directors of U&P Recruitment Ltd, who will review how it was handled and write to you with their decision.
If we need to change any of these timescales, we will let you know and explain why.