Customer Care:

Complaints Policy

For over three decades, Paul Mitchell Associates and its employees (“PMA”, “we” or “us”) have been committed to providing the highest level of service to our Clients & Candidates.

We pride ourselves on an outstanding customer service record, but nevertheless – on the rare occasion any complaint is made – we take this very seriously.

If you do not receive satisfaction from us, PMA need you to tell us about it. This will help us to improve our standards. We have outlined our complaints procedure below: 


Complaints Procedure

If you have a complaint, please contact Paul Mitchell (Managing Director) on +44 (0)116 254 9404 in the first instance so that we may try to resolve your complaint informally.

If at this stage you are not satisfied, please contact Paul Mitchell at the following address:


Paul Mitchell Associates

57 Regent Road



+44 (0)116 254 9404


What Happens Next?

Step 1. PMA will send you a letter acknowledging your complaint and asking you to confirm and/or explain the details set out. Please ensure you include: the name of the person you are complaining about; the nature of the complaint; the date the incident occurred; and your desired outcome. You can expect to receive our letter within five working days of us receiving your complaint.

Step 2. PMA will record your complaint within one working day of having received it.

Step 3. PMA will acknowledge your reply to our acknowledgment letter and confirm what will happen next. You can expect to receive our acknowledgement letter within five working days of your reply.

Step 4. PMA will then start to investigate your complaint. This will normally involve the following steps;

  •   PMA may ask the member of staff who dealt with you to reply to your complaint within five working days of our request;
  •   PMA 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 four working days from receiving their reply.

Step 5. Paul Mitchell will then invite you to meet (EITHER in person OR via video conference) to discuss and hopefully resolve your complaint. Paul will do this within five working days of the end of our investigation.

Step 6. Within two working days of the meeting, Paul Mitchell will write to you to confirm what took place and any solutions PMA has agreed with you.

  •   If you do not want a meeting or it is not possible, Paul Mitchell will send you a detailed reply to your complaint. This will include suggestions for resolving the matter. Paul will do this within five working days of completing the investigation.

Step 7. At this stage – if you are still not satisfied – you can write to us again. Another Director of the company will review Paul Mitchell’s decision within ten working days.

Step 8. PMA will let you know of the outcome of this review within five working days of the end of the review. We will write to you confirming PMA’s final position on your complaint, explaining our reasons. If you are still not satisfied, you can contact the Recruitment & Employment Confederation (the industry trade association of which we are a member) by writing to the Consultancy & Compliance Team, REC, Dorset House, 1st Floor, 27 - 45 Stamford Street, London, SE1 9NT; OR the Employment Agencies Standards Inspectorate at the Department for Business Innovation & Skills.

If we have to change any of the time scales above, PMA will let you know and explain why. NOTE: In any event, PMA will comply with any statutory procedures that may relate to your complaint.