Complaints Procedure

1. How to make a complaint

Email info@joinworkbase.co.uk with "Complaint" in the subject line, or write to us at 128 City Road, London, EC1V 2NX. Please include:

• Your name and contact details.
• Whether you're a candidate, a client, or contacting us in another capacity.
• What happened, and when.
• What outcome you're looking for.

2. What happens next

• We'll acknowledge your complaint within 3 working days.
• We'll look into what happened, which may involve speaking to the team members involved.
• We'll respond in full within 14 working days of receiving your complaint. If a complaint is going to take longer to resolve, we'll tell you why and give you a revised timeframe.
• For data protection complaints specifically, the law requires a response within 30 days at the latest, under the Data (Use and Access) Act 2025 — our 14-day target is comfortably inside that legal maximum.

3. If you're not satisfied

If you're not happy with our response, ask for your complaint to be escalated to a director by replying to say so. A director will review the complaint and our original response, and get back to you.

4. Data protection complaints — the ICO

If your complaint is about how we've handled your personal data, you're entitled to raise it directly with the Information Commissioner's Office (ICO) — the UK's independent regulator for data protection — at any time. You don't have to complain to us first, although the ICO generally expects you to have given us the chance to put things right before they investigate.

• Online: ico.org.uk/make-a-complaint
• Helpline: 0303 123 1113

See our Privacy Policy and Candidate Privacy Notice or Client Privacy Notice for more on how we handle personal data.