T: 0161 244 9600

Complaints Procedure

Complaints Policy

MRJ Recruitment is committed to providing a high level service to our customers. If you do not receive satisfaction from us we need you to tell us about it. This will help us to improve our standards.

Complaints Procedure

If you have a complaint, please contact Jody Marks (MD). You can write to him at: Bank House, Warwick Street, Manchster, M25 3HN

Next steps:

1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within 5 days of us receiving your complaint.

2. We will record your complaint in our central register within a day of having received it.

3. We will acknowledge your reply to our acknowledgment letter and confirm what will happen next. You can expect to receive our acknowledgement letter within 5 days of your reply.

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

  • We may ask the member of staff who dealt with you to reply to your complaint within 5 days of our request;
  • We 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 4 days from receiving their reply.

5. Mr Jody Marks will then invite you to meet him/her to discuss and hopefully resolve your complaint. He will do this within 5 days of the end of our investigation.

6. Within 2 days of the meeting Mr Jody Marks will write to you to confirm what took place and any solutions s/he has agreed with you.

If you do not want a meeting or it is not possible, Mr Jody Marks will send you a detailed reply to your complaint. This will include his suggestions for resolving the matter. He will do this within 5 days of completing her investigation.

7. At this stage, if you are still not satisfied you can write to the REC, our trade association of which we are a member marked for the attention of the Professional Standards Team, REC, 15 Welbeck Street, London W1G 9XT

8. If you are still not satisfied, you can contact the Employment Agencies Standards Inspectorate at the Department for Business Enterprise & Regulatory Reform or the REC, the industry trade association, of which we are a member by writing to the Professional Standards Team, REC, 15 Welbeck Street, London W1G 9XT.

If we have to change any of the time scales above, we will let you know and explain why.

Corporate Social Responsibility

At MRJ Recruitment we realise that our actions have an impact on our people, clients, candidates and the community. We strive to be a responsible employer and are committed to supporting the wider community and environment as best we can.

As an Employer

We aim to be an employer of choice. We believe that our employees are our greatest asset and strive to offer them opportunities to develop and fulfil their potential in a supportive environment.

As an employer we:

  • Provide our employees with a structured career path, structured training programmes (including REC / IRP training) and a working environment which embraces fun and hard work.
  • Provide employee benefits beyond the minimum legislative requirements including death in service benefits of 4 x annual salary, a generous annual holiday entitlement, and competitive salaries with one of the industry?s leading bonus systems.
  • We aim to introduce a company contributory pension scheme so that we can help our employees build pensionable benefits for the future. In addition, we financially support our employees through long term sickness / maternity periods
  • Are an equal opportunities employer. We regard diversity as a key value and are committed to diversity in our dealings with employees, candidates and customers.


We view both our clients and our employees as our most important assets. Meeting their requirements is paramount to our aims as a Company. We are a responsible supplier and aim to ?go the extra mile? in meeting our clients? goals.

We are constantly looking for ways to add value to our clients by giving real value for money. This includes:

  • Increasing rebate periods;
  • Reduced payment terms for candidates sourced from job boards;
  • Part payments for certain clients in order to help their cash flow;
  • Operating free salary surveys to our valued clients;
  • Only charging our clients once a placement has been secured ? no placement no fee; and
  • Consultants who offer independent advice to our clients concerning their recruitment strategy.

Client Charter:

  • As a recruitment consultancy we aim to provide the highest possible level of service to all of our clients. In order for our clients to have absolute faith in the service we provide, we will:
  • always be friendly and helpful when they speak with us
  • seek to understand their business and listen to their recruitment requirements
  • treat the information they provide with the utmost confidentiality
  • look to add value to their business throughout their dealings with us
  • act in a professional and ethical manner
  • strive to source the best possible candidates by utilising a variety of proactive recruitment techniques
  • remain accountable throughout the recruitment process
  • listen to their views with the aim of improving the service we provide

Recruitment & Employment Confederation (REC)

We strive to uphold the highest level of integrity as a recruitment company. To this end MRJ is a corporate member of the Recruitment and Employers Confederation and observes the REC?s codes of practice in all our operations:

  • Honesty and Transparency
  • A commitment to professional development
  • Respect for Work Relationships
  • Confidentiality and Privacy
  • Respect for Diversity

As a member of the REC, all our consultants are REC qualified or are currently undertaking the examinations.

Responsibility to the Community

MRJ Recruitment realises how important it is to be involved with community projects at a local level and encourages close links between the company, charities (MS Society / Cancer Research) and local authorities as well as participation in local events.

Quarterly CSR performance reports are provided to the Senior Management team.

Equal Opportunities & Diversity


1.1. The MRJ Group embraces diversity and will seek to promote the benefits of diversity in all of our business activities. We will seek to develop a business culture that reflects that belief. We will seek to widen the media in which we recruit to ensure as diverse an employee and candidate base as possible. We will strive to make sure that our clients meet their own diversity targets.

1.2. The MRJ Group is committed to diversity and will promote diversity for all employees, workers and applicants and shall adhere to such a policy at all times. We will review on an on-going basis all aspects of recruitment to avoid unlawful or undesirable discrimination. The MRJ Group will treat everyone equally irrespective of sex, sexual orientation, gender reassignment, marital or civil partnership status, age, disability, colour, race, nationality, ethnic or national origin, religion or belief, political beliefs or membership or non-membership of a Trade Union or spent convictions, and places an obligation upon all staff to respect and act in accordance with the policy. The MRJ Group is committed to providing training for its entire staff in equal opportunities practice.

1.3. The MRJ Group shall not discriminate unlawfully when deciding which candidate/temporary worker is submitted for a vacancy or assignment, or in any terms of employment or terms of engagement for temporary workers. The MRJ Group will ensure that each candidate is assessed only in accordance with the candidate?s merits, qualifications and abilities to perform the relevant duties required by the particular vacancy.

1.4. The MRJ Group will not accept instructions from clients that indicate an intention to discriminate unlawfully.


Unlawful discrimination occurs in the following circumstances:

  • Direct discrimination

Direct discrimination occurs where one individual treats or would treat another individual less favourably on grounds of sex, sexual orientation, gender reassignment, marital or civil partnership status, age, disability, colour, race, nationality, ethnic or national origin, religion or belief, political beliefs (?the protected categories?).

It is unlawful for a recruitment consultancy to discriminate against a person on the grounds that they are members of a protected category. -

  • in the terms on which the recruitment consultancy offers to provide any of its services;
  • by refusing or deliberately omitting to provide any of its services;
  • in the way it provides any of its services.

Direct discrimination would also occur if a recruitment consultancy accepted and acted upon a job registration from an employer which states that certain persons are unacceptable because they are members of a protected category, unless one of the exceptions applies, for instance, the job demands a genuine occupational requirement or, in the case of age, the discrimination can be lawfully justified.

  • Indirect Discrimination

Indirect discrimination occurs where an agency or employer applies a provision, criterion or practice generally, but which is such that a proportion of persons in a protected category who can comply with it are considerably smaller than the proportion of persons who are not in that protected category.

Indirect discrimination would also occur if a recruitment consultant accepted and acted upon an indirectly discriminatory instruction from an employer.

If the vacancy requires characteristics which amount to a genuine occupational requirement or the instruction is lawfully discriminatory due to a statutory exception or objective justification, The MRJ Group will not deal further with the vacancy unless the client provides written confirmation of such genuine occupational requirement, exception or justification.


2.3.1 Direct Discrimination

Direct discrimination against a person occurs where, if for a reason which relates to the disabled person's disability, an individual:

  • treats him less favourably than he treats, or would treat others to whom that reason does not or would not apply, and,
  • the employer cannot show that the treatment in question is justified.


  • If on the ground of a disabled person?s disability, he treats the disabled person less favourably than he treats or would treat a person not having that particular disability, whose relevant circumstances, including his abilities, are the same as, or not materially different from, those of the disabled person. This type of direct discrimination can never be justified.

2.3.2 Duty to make reasonable adjustments and to provide auxiliary aids and services

This is a similar protection to indirect discrimination in the other protected categories.

Where a provision, criterion or practice applied by or on behalf of an employer, or any physical feature of the employer?s premises, places a disabled person at a substantial disadvantage in comparison with persons who are not disabled, it will be the duty of an employer to take such steps as are reasonable, in all the circumstances of the case, to remove the provision, criterion, practice or physical feature.

Agencies must take reasonable steps to provide auxiliary aids or services if this would make it easier for the disabled person to use their services. For instance, an appropriate auxiliary aid or service can include the provision of information on audiotape or provision of a sign language interpreter.

The MRJ Group will not discriminate against a disabled person on the grounds of disability -

  • in the arrangements i.e. application form, interview or arrangements for selection for determining to whom a job should be offered; or
  • in the terms on which employment or engagement of temporary workers is offered; or
  • by refusing to offer, or deliberately not offering the disabled person a job for reasons connected with their disability; or
  • in the opportunities afforded to the person for receiving any benefit, or by refusing to afford, or deliberately not affording him or her any such opportunity; or
  • by subjecting him or her to any other detriment (detriment will include refusal of training or transfer, demotion, reduction of wage, or harassment).

The MRJ Group will accordingly make career opportunities available to all people with disabilities and every practical effort will be made to provide for the needs of staff, candidates and clients.

Wherever possible The MRJ Group will make reasonable adjustments to hallways, passages and doors in order to provide and improve means of access for disabled employees and workers. However, this may not always be feasible, due to circumstances creating such difficulties as to render such adjustments as being beyond what is reasonable in all the circumstances.


The MRJ Group will not discriminate directly or indirectly, harass or victimise any person on the grounds of their age. We will encourage clients not to include any age criteria in job specifications and every attempt will be made to persuade clients to recruit on the basis of competence and skills and not age.

The MRJ Group is committed to recruiting and retaining employees whose skills, experience, and attitude are suitable for the requirements of the various positions regardless of age.

No age requirements will be stated in any job advertisements on behalf of the company.

The MRJ Group will request age as part of its recruitment process but such information will not be used as selection, training or promotion criteria or in any detrimental way and is only for compilation of personal data, which the company holds on all employees and workers and as part of its equal opportunities monitoring process.


This Diversity Policy also covers the treatment of those employees and workers who work on a part-time basis The MRJ Group recognises that it is an essential part of this policy that part time employees are treated on the same terms, with no detriment, as full time employees (albeit on a pro rata basis) in matters such as rates of pay, holiday entitlement, maternity leave, parental and domestic incident leave and access to our pension scheme. The MRJ Group also recognises that part time employees must be treated the same as full time employees in relation to training and redundancy situations.


5.1 The MRJ Group is committed to providing a work environment free from unlawful harassment on grounds of sex, sexual orientation, gender reassignment, marital or civil partnership status, age, disability, colour, race, nationality, ethnic or national origin, religion or belief, political beliefs or any other basis protected by legislation is unlawful and will not be tolerated by The MRJ Group.

5.2 This policy prohibits unlawful harassment by any employee or worker of The MRJ Group.

5.3 Examples of prohibited harassment are: -

 5.3.1 Verbal or written conduct containing derogatory jokes or comments,
 5.3.2 Slurs or unwanted sexual advances
 5.3.3 Visual conduct such as derogatory or sexually orientated posters,
 5.3.4 Photographs, cartoons, drawings or gestures which some may find offensive,
 5.3.5 Physical conduct such as assault, unwanted touching, or any interference because of sex, race or any other protected category basis, Threats and demands to submit to sexual requests as a condition of continued employment or to avoid some other loss, and offers of employment benefits in return for sexual favours
 5.3.6 Retaliation for having reported or threatened to report harassment.

5.4 If you believe that you have been unlawfully harassed, you should make an immediate report to the Managing Director by a written complaint as soon as possible after the incident. Your complaint should include:

  • Details of the incident
  • Name(s) of the individual(s) involved
  • Name(s) of any witness(es)

5.5 The MRJ Group will undertake a thorough investigation of the allegations. If it is concluded that unlawful harassment has occurred, remedial action will be taken.

5.6 Any employee(s) who The MRJ Group finds to be responsible for unlawful harassment will be subject to the disciplinary and any sanction may include termination.


6.1 The MRJ Group recognises that any employee or worker may wish to change their gender during the course of their employment with the Company.

6.2 The MRJ Group will support any employee or worker through the reassignment provided that full medical counselling has been undertaken and The MRJ Group has access to any relevant medical reports.

6.3 The MRJ Group will make every effort to try to protect an employee or worker who has undergone, is undergoing or intends to undergo gender reassignment, from discrimination or harassment within the workplace.

6.4 All employees and workers will be expected to comply with The MRJ Group?s policy on harassment in the workplace. Any breach of such a policy will lead to the appropriate disciplinary sanction.

6.5 Where an employee is engaged in work where the gender change imposes genuine problems, The MRJ Group will make every effort to reassign the employee or worker to an alternative role in the Company, if so desired by the employee.

6.6 Any employee or worker suffering discrimination on the grounds of gender reassignment should make recourse to the Company?s grievance procedure.


  • The MRJ Group has in place procedures for monitoring compliance with this policy and for dealing with complaints of discrimination.
  • Any discrimination complaint will be investigated fully.


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MRJ Recruitment

Queens Chambers, 5 John Dalton Street, Manchester, M2 6ET