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info@irsgroup.co.uk
Policies & Compliance

Complaints Procedure

How to raise a complaint with IRS Group, how we handle it and how long it takes.

Last updated: 23 September 2026

We want everyone who deals with IRS Group to get a good service. If something has gone wrong, we want to hear about it so we can put it right. This procedure applies to candidates, temporary workers, clients and members of the public.

Pay or payslip query?

Most pay questions can be sorted quickly by our payroll team. Email payroll@irsgroup.co.uk with your name, the week in question and what you think is wrong. If it is not resolved, you can then make a complaint using the steps below.

1. Stage one: tell us

Speak to your IRS Group consultant or the manager at your nearest office. Many problems can be resolved straight away.

If you would rather put it in writing, or you are not happy with the response, email info@irsgroup.co.uk or write to IRS Group, 2nd Floor Offices, 101-103 New Union Street, Coventry, CV1 2NT. Please include:

  • your name and contact details;
  • what happened, when and who was involved;
  • what you would like us to do to put things right.

We will acknowledge your complaint within 2 working days and aim to give you a full response within 10 working days. If we need longer to investigate, we will tell you why and when you can expect an answer.

2. Stage two: escalate to a director

If you are not satisfied with our response, you can ask for your complaint to be reviewed by a director of IRS Group. Reply to our response or email info@irsgroup.co.uk with "Complaint review" in the subject line. The director will review how your complaint was handled and send you a final written response within 10 working days.

3. Agency workers: equal treatment requests

If you are an agency worker and believe you are not receiving the same basic pay and working conditions as a comparable employee of the client, as the Agency Workers Regulations 2010 require after 12 weeks in the same role, you can ask us in writing for information about this. We will give you a written response within 28 days of receiving your request.

4. How we handle complaints

  • Every complaint is taken seriously and investigated fairly.
  • We keep complaints confidential and only share details with people who need to know to resolve them.
  • You will not be treated unfairly, lose work or be victimised for making a complaint.
  • We keep a record of complaints and use them to improve our service.

If your complaint is about modern slavery, exploitation or your safety, please see our Modern Slavery Statement for urgent reporting routes. If it is about sexual harassment or bullying, see our Anti-Harassment Policy.

5. If you are still not satisfied

You can also contact these independent organisations: