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The British Institute of Recruiters

Complaints Procedure

How to complain about a BIOR member, and what happens next. Last reviewed 26 October 2026

Anyone can complain to BIOR about a BIOR member. A client can complain about an agency or a recruiter it has used, a candidate about the way an agency or a recruiter treated them, and a member about another member. You can also complain about BIOR’s own service. We acknowledge every complaint, ask the member for their account, and aim to give you a full response within 20 working days. If that is not possible we tell you why and when you will hear from us. The outcomes run from no action, through advice and a requirement to put something right, to suspension or removal of membership.

First, check the recruiter is a BIOR member. This procedure applies to current members. Enter the membership number or the name at ior.org/verify and the page shows Active or Lapsed, the credential and the dates. The directory of BIOR members and certified members lists everyone currently listed.

How to submit Complaints

You can submit your complaint in the following ways:

  • Using the online feedback form
  • By email to support@ior.org
  • By post to The British Institute of Recruiters, Suite 7, First Floor, Parkway 2, Princess Road, Manchester, M14 7LU

What to include

You should provide as much information as possible and keep hold of any supporting documentation which may be requested at a later stage.

After a complaint has been made

Receipt of your complaint will be acknowledged as soon as possible. Your complaint will then be assessed to consider:

  • Whether the BIOR has the power, remit and capacity to investigate.
  • Whether the alleged misconduct is sufficiently serious to merit an investigation.

In support of your complaint you may be asked to provide more information or background research.

It is important to note that our Complaints team:

  • Help complainants resolve issues where possible.
  • Intervene in any disputes between companies where all parties allow.
  • Resolve internal disputes within a company where applicable.
  • Remove and bar BIOR members who are found to act against the BIOR's Code of Professional & Ethical Conduct

Our Complaints team are not allowed to comment on the reputation of a company or give references for a particular company. They do not give legal advice. Where appropriate, you may wish to consider seeking independent advice from other organisations or from a legal professional. There may be fees involved so ask about these at the outset.

Anonymous complaints

If you make a complaint anonymously this could reduce the likelihood of any type of investigation taking place as BIOR will not be able to obtain further information from you or discuss any concerns you may have.

Complaints are treated in the strictest confidence. Whether or not an investigation is undertaken, the identity of the complainant and the nature of the complaint are not disclosed.

Feedback on a complaint

As all investigations are confidential, no direct feedback is given to a complainant on the progress of a complaint. This includes the decisions as to whether or not to investigate. Where an investigation leads to follow-up action being taken against an individual or company, the results may become public knowledge or be reported in the press.

How do I complain about a BIOR member?

Check the person or agency is a current member at ior.org/verify, then write to support@ior.org or use the contact form, with the member’s name or membership number, what happened and when, and any documents you hold. We acknowledge the complaint, ask the member for their account, and aim to respond in full within 20 working days.

What can BIOR do if a member breaks the Code?

BIOR can give advice or a warning, require the member to put the matter right, suspend the membership, or remove the member and bar them from rejoining. A member who is removed loses the right to use the BIOR name, certificate, logo and badge. BIOR is a professional body, not a regulator or a court, so it does not award compensation or give legal advice, and a complaint to BIOR does not stop you going to the Fair Work Agency or an employment tribunal.

Last reviewed 26 October 2026.