Complaints Procedure

Complaints Policy
Impact Recruitment Services is committed to providing a high level service to our customers. If you do not receive satisfaction from us we need you to tell us about it. This will help us to improve our standards.

Complaints Procedure
If you have a complaint, please contact Paul Hooper Operations Director. You can write to him at: Burlington House East Wing, 369 Wellingborough Road, Northampton NN1 4EU.

Next steps

  1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within [2-5] days of us receiving your complaint.
  2. We will record your complaint in our central register within a day of having received it.
  3. We will acknowledge your reply to our acknowledgment letter and confirm what will happen next. You can expect to receive our acknowledgement letter within [2-5] days of your reply.
  4. We will then start to investigate your complaint. This will normally involve the following steps
    • We may ask the member of staff who dealt with you to reply to your complaint within 5 days of our request;
    • We will then examine the member of staff’s reply and the information you have provided for us. If necessary we may ask you to speak to them. This will take up to 4 days from receiving their reply.
  5. Paul Hooper will then invite you to meet him/her to discuss and hopefully resolve your complaint. He will do this within [5] days of the end of our investigation.
  6. Within 2 days of the meeting Paul Hooper will write to you to confirm what took place and any solutions he has agreed with you. If you do not want a meeting or it is not possible, Paul Hooper will send you a detailed reply to your complaint. This will include his suggestions for resolving the matter. will do this within 5 days of completing his investigation.
  7. At this stage, if you are still not satisfied you can write to us again. Another Director of the company will review Paul Hooper’s decision within 10 days.
  8. If you are still not satisfied, you can contact the Employment Agencies Standards Inspectorate at the Department for Business Enterprise & Regulatory Reform or the REC, the industry trade association, of which we are a member by writing to the Professional Standards Team, REC, 15 Welbeck Street, London W1G 9XT.

If we have to change any of the time scales above, we will let you know and explain why.

About Impact

Impact Recruitment Services provides a first class recruitment service for the industrial and commercial sectors, consistently matching clients’ with the right calibre of candidate, on a temporary or permanent basis. Our highly qualified team of recruitment professionals, who together have over 150 years of recruitment experience, are what makes us a real recruitment force. We offer dedicated account management and our recruitment consultants are among the best in the industry, all passionate and motivated by recruitment.

Formed in 2002, Impact Recruitment Services quickly established itself as one of Northamptonshires leading and award winning independent recruitment agencies and this high level of performance continues today. Started by the three Directors who remain today, Paul Hooper, Neil Kitchener and Nigel Buller, Impact Recruitment Services retains the personal touch associated with an independent recruitment agency, with the service and professionalism often associated with the bigger agencies. Having tried the ‘Impact experience’ many businesses decide to use Impact Recruitment Services for all of their temporary workers and permanent placements.

Candidates looking for work are assured of a friendly and professional recruitment service, and our recruitment professionals will take the time to understand their needs and match them accordingly to the right role. We commit to keeping candidates informed and updated whilst their job search is in progress and they are always welcome in branch to discuss anything related to finding the right role for them.

For business clients, we believe that providing a recruitment service is about working in partnership, understanding a clients business and providing a tailored recruitment solution that delivers convenience and return on their recruitment investment:


Our key differentiator is our Impact extra service. Our ethos is about ‘doing more’. We go the extra mile, we provide more added value. This is Impact Extra.

Impact Extra is a free advisory service, courtesy of Impact Recruitment Services’ expertise and knowledge of the recruitment industry and their business partner relationships. Impact Extra offers a whole host of essential help and advice for businesses and candidates beyond their recruitment needs:


Our approach is bespoke to your needs, so please give us a call or email to discuss the value and opportunities of working with Impact Recruitment Services, 01604 239555 or paul@impactrecruitment.co.uk.