Complaints Procedure – LSA Recruit

LSA Recruit is committed to providing a high-quality service to all our clients, candidates, and students. We operate with a “People First” approach, leveraging over 18 years of expertise in recruitment, IT training, and cybersecurity consulting.

When something goes wrong, we need you to tell us about it. This will help us to improve our standards and ensure that your experience with LSA Recruit meets the high expectations we set for ourselves.

LSA Recruit is committed to providing a high-quality, professional service to all our clients, candidates, and students. We aim to handle concerns fairly, promptly, and consistently, in line with our “People First” approach.

We will:

• treat complaints seriously and investigate them appropriately;
• keep information confidential and share it only where necessary to resolve the issue;
• not penalise anyone for raising a complaint in good faith; and
• use feedback to improve our services.

This procedure covers complaints regarding:

• Permanent, Contract, and Executive recruitment services.
• Offshore and Contract-to-Hire services.
• LSA Training programs and certifications.
• Cybersecurity consulting and strategy services.

A complaint is any expression of dissatisfaction (whether written or verbal) about LSA Recruit’s services, staff, processes, or conduct, where a response or resolution is expected.

This can include (for example) concerns about service quality, delays, communication, candidate/client handling, training delivery, cybersecurity consulting engagement delivery, or data handling.

You can raise a complaint by email (preferred) or in writing. Please provide:

• your full name and contact details;
• whether you are a client, candidate, supplier, student, or other;
• a clear description of the issue (including relevant dates, names, job reference/course name if applicable);
• any supporting documentation; and
• your preferred outcome.

Contact Person: Complaints Officer (Apoorva)  
Email: admin@lsarecruit.co.uk
Postal Address: LSA Recruit Ltd, 104 College Road, Vyman House, 3rd Floor, Harrow, iddlesex, HA1 1BQ, United Kingdom.

Stage 1: Initial Investigation (Informal / Early Resolution)

In the first instance, we encourage you to raise your concerns with the specific consultant or staff member you have been dealing with, where appropriate. Many issues can be resolved quickly through open communication.

Acknowledgment: We will acknowledge receipt of your complaint within two (2) working days of receiving it.   We will make an initial assessment, may ask for further information, and will try to resolve the matter at this stage where possible.

If the matter is not resolved at Stage 1, it will be escalated to Stage 2.

Stage 2: Detailed Review and Written Response

If your complaint is not resolved at Stage 1, it will be reviewed by a senior manager/director (where possible, someone not directly involved in the matter).

We will:

• Review the complaint and relevant records, and speak to staff or third parties as appropriate.
• Provide a written response setting out our findings and any proposed resolution.

Timeframe: We aim to provide our Stage 2 written response within ten (10) working days of our Stage 1 acknowledgment (or of receiving any additional information we reasonably request).   If the matter is complex and we need longer, we will tell you why and provide a revised timeframe.

Stage 3: Final Escalation to Senior Management

If you remain dissatisfied after Stage 2, you may request a final escalation to senior management.

• Your request should be made in writing within seven (7) working days of receiving our Stage 2 response.
• The matter will be reviewed by the CEO or a designated senior executive.
• We will issue a final written decision as soon as reasonably practicable after the review (and in any event will provide an update if additional time is required).

LSA Recruit maintains a confidential record of all formal complaints (and, where appropriate, material informal complaints). This record includes:

• the nature of the complaint and the service line involved;
• key correspondence and supporting documents;
• the steps taken to investigate and resolve the issue;
• the outcome (including any remedies or actions agreed); and
• any follow-up actions and learnings identified.

Complaint records are reviewed periodically by management to identify trends, improve processes, enhance training, and strengthen service delivery.

LSA Recruit is committed to the highest standards of professional conduct. If you remain dissatisfied after our internal process, you may refer your complaint to the relevant industry body.

• For Recruitment Matters: You may contact the Recruitment & Employment Confederation (REC), of which LSA Recruit adheres to the Code of Professional Practice.
• For Data Privacy Matters: You may contact the Information Commissioner’s Office (ICO).

Effective Date: 10 March 2026 Last Updated: 10 March 2026