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Complaints ProcedureWe want to know
Raise a concern or make a complaint.
Candidates, employers, staff and members of the public can complain about any part of our service. Complaints are handled fairly, confidentially and without any negative effect on your application.
How we handle complaints
- Make your complaint using the form on this page, by email to agents@muktalent.com or by phone on +44 73 1187 4281. You can ask someone to complain on your behalf.
- Acknowledgement within 2 working days. You will receive a complaint reference number and the name of the person handling it.
- Investigation. Our Ethical Recruitment and Compliance Lead, or a senior person not involved in the matter, investigates. Every complaint is recorded in our internal complaints register.
- Written response within 20 working days. We explain what we found, what we will do and how to escalate if you are not satisfied. If we need more time, we will tell you why.
- Review. You can ask a director to review the outcome. We use every complaint to improve our service.
Serious concerns
Reports of fees charged to candidates, discrimination, exploitation or safeguarding concerns are treated as serious and escalated immediately to management.
Independent organisations
You can contact these organisations at any stage:
- Employment Agency Standards Inspectorate (EAS) – for concerns about employment agencies, including fees charged to work-seekers.
- NHS Employers – for breaches of the Code of Practice: internationalrecruitment@nhsconfed.org.
- Information Commissioner’s Office (ICO) – for data protection concerns.
- Acas – free advice on employment rights.
- Gangmasters and Labour Abuse Authority (GLAA) and the Modern Slavery and Exploitation Helpline, 08000 121 700 – if you think someone is being exploited.
- Care Quality Commission (CQC) – for concerns about a care provider.