Complaints against members down by ten per cent, REC report reveals

The Recruitment and Employment Confederationís half yearly 2008 Complaints Report has revealed that the number of complaints against members has fallen nearly ten per cent.

However, there has also been an increase in the number of disciplinary cases against members which highlights the RECís get-tough approach against breaches in its Code of Professional Practice is starting to have an effect.

Of the complaints and inquiries received by the Professional Standards team, 157 -equivalent to 37 per cent - were against members compared to 47.6 per cent last year while another 64 (15 per cent) were in connection with non-members.

The RECís Professional Standards Committee has so far reviewed 11 disciplinary cases, a rise on the corresponding period last year. As a result, the PSC issued sanctions including two inspections, three reprimands and one expulsion.

Commenting on these findings, Kevin Green, the RECís Chief Executive said: ìThe fact that the PSC has already dealt with 11 cases so far this year also shows how committed we are on cracking down on those members who failed to comply with the very highest standards we - and indeed the majority of our members – demand.î

He added: ìThe number of other cases also highlights the growing awareness of the RECís procedures in ensuring the most exemplary standards are met both for employers and jobseekers.î

Fola Tayo, the RECís Head of Professional Standards, said of the findings: ìWe believe that Professional Standards is now delivering a service which is not only well received by members, but also acknowledges those who are working to the highest possible standards.î

Other findings of the report include:

ï A total of 37 per cent of complaints came from agency and temporary workers

ï Main grievances of temporary workers were payment, holiday entitlement and confusion surrounding assignment details

ï Other causes of complaint included sub-standard customer service and lack of communication between agency and jobseeker. Examples included not keeping candidates or agency workers updated on progress with an application or corresponding with candidates in an unprofessional manner.

ï Permanent workers accounted for 21 per cent of the complaints received

ï The greatest proportion of complaints – 38 per cent - came from the London region; however a quarter of all members are located within this area

ï Next highest number of complaints – 12 per cent - related to recruiters in the North West

ï The number of complaints in the South East halved from 12 per cent last year to six per cent in the first half of 2008.

ï Lowest levels of complaints in the regions were recorded in Northern Ireland with one per cent and two per cent in Wales.

ï A total of 27.5 per cent of all complaints and queries related to sector groups with the highest number – 16 – against IT and Comms agencies.

ï Issues against IT & Comms sector members included client fee disputes, unprofessional tactics and unsolicited mail.

ï The lowest number of complaints against a specific sector group was childcare where one was received on an agency not doing the appropriate CRB checks.
Copies of the report are available from the REC, email standards@rec.uk.com or the website: www.rec.uk.com.