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Complaints procedure policy

We are committed to providing a quality service to all of our customers. If for any reason you are not entirely satisfied with any aspect of the service you have received from Hays then we would like you to let us know.

How to register a problem

Step 1

If your problem concerns the service you have received from a local Hays Office, you should contact the local office manager to discuss the problems you have experienced. It is important the local office management team are made aware of your concerns and are given the opportunity to put things right.

If your problem is about an invoice you have received from Hays, in the first instance please contact Hays' Credit Control Team using the telephone number provided on the invoice. As above, it is important the Credit Control Team are aware of any problems and are given the opportunity to put things right.

If you are a temporary worker and have a problem regarding your payment from Hays please contact Hays' Payroll Helpline on 0203 727 2977. If the problem cannot be resolved immediately during your telephone call, you will be given a ‘log number’ and will be advised of a timescale in which you will receive further feedback.

Step 2

If you have already discussed your problem with the local office / Credit Control Team / Payroll, but are not satisfied with the response you have received, please contact Hays' Customer Service Team in one of three ways:

  • Contact Hays Customer Service Helpline to speak with a customer service advisor. The telephone number is 0207 259 8794 and is open Monday to Friday 9am - 5.30pm.
  • Contact our Customer Service Team directly by email: customerservice@hays.com
  • Write to the Customer Service Team:

Hays Specialist Recruitment
Customer Service Team

Ground Floor
Ebury Gate
23 Lower Belgrave Street
London
SW1W 0NT

When you contact the Customer Service Team, it is important you provide us with all the facts regarding your problem, including details of people you have already spoken to so we are able to conduct a full investigation.

When we receive details of your problem we undertake to:

  • Deal with your problem fairly, confidentially and effectively
  • Acknowledge your problem within two working days and provide a likely timescale for resolution
  • Fully investigate your comments and keep you regularly informed of the actions we are taking

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