Skip to content
MNR Ltd global recruitment
Log In Register
MNR Ltd

Complaints Procedure

Last updated: 18 August 2026

Complaints Procedure

MNR Ltd is committed to providing a professional, fair and responsive recruitment and administration service.

We aim to deliver a high standard of service to candidates, clients and other organisations and individuals who work with us. However, we recognise that there may be occasions when our service does not meet expectations.

We welcome feedback and take complaints seriously. This procedure explains how you can raise a concern, how we will investigate it and what you can do if you remain dissatisfied with our response.

1. What this procedure covers

You may make a complaint about any aspect of MNR's services or conduct, including:

  • the standard or quality of service you have received;
  • communication or delays in responding to you;
  • the handling of a recruitment process or job application;
  • the conduct of an MNR employee or representative;
  • information provided about a vacancy or recruitment process;
  • the handling of candidate or client information;
  • our recruitment or administration services;
  • use of our website or online candidate services; or
  • the way we have collected, used, stored or shared your personal information.

If you are unsure whether your concern falls within this procedure, please contact us and we will advise you.

2. Raising an issue informally

Many concerns can be resolved quickly without the need for a formal complaint.

Where appropriate, we encourage you to raise the issue initially with the MNR consultant or member of staff you have been dealing with. They may be able to investigate the matter and resolve it promptly.

You are not required to use this informal stage before making a formal complaint.

3. How to make a formal complaint

You can make a complaint using the contact details provided on our Contact Us page.

Please state clearly that you wish to make a formal complaint so that it can be recorded and referred to the appropriate person.

To help us investigate your complaint efficiently, please provide as much relevant information as possible, including:

  • your full name and contact details;
  • a clear description of your complaint;
  • relevant dates;
  • the vacancy, job reference, candidate or client concerned, where applicable;
  • the names of any MNR employees or other individuals involved, where known;
  • copies of relevant emails, correspondence or documents; and
  • what you would consider to be an appropriate resolution.

You do not need to provide information that is not relevant to your complaint.

If you require assistance making a complaint or need us to communicate with you in a particular way because of accessibility requirements, please let us know.

4. How we will handle your complaint

We aim to deal with complaints fairly, objectively and without unnecessary delay.

Stage 1 – Acknowledgement

We aim to acknowledge formal complaints within 5 working days of receipt.

Our acknowledgement will normally confirm that your complaint has been received and, where appropriate, identify the person responsible for reviewing it.

Stage 2 – Investigation

An appropriate member of the MNR team will review your complaint.

As part of the investigation, we may:

  • review correspondence, records and relevant documentation;
  • speak to members of staff or other people involved;
  • review our policies, procedures and contractual obligations;
  • contact you to clarify information or request further details; and
  • consider any appropriate action required to resolve the matter.

We will approach the investigation fairly and consider the information available from all relevant parties.

Stage 3 – Outcome

We aim to provide a written response within 20 working days of receiving a formal complaint.

Our response will normally explain:

  • our understanding of your complaint;
  • the enquiries we have made;
  • our findings;
  • whether your complaint has been upheld, partially upheld or not upheld; and
  • any action we intend to take, where appropriate.

Some complaints may take longer to investigate because of their complexity, the number of parties involved or the need to obtain information from third parties.

If we are unable to provide a full response within 20 working days, we will keep you informed and provide an indication of when we expect the investigation to be completed.

5. Requesting a review

If you are dissatisfied with our response, you may request a review.

Please explain which aspects of the response you disagree with and, where possible, provide any additional information that you believe should be considered.

Where reasonably practicable, the review will be carried out by a senior member of MNR who was not responsible for the original investigation or decision.

Following the review, we will provide our final response and explain whether the original decision has been upheld or whether any further action will be taken.

6. Fair treatment

You will not be treated unfairly or disadvantaged by MNR because you have raised a genuine complaint or concern in good faith.

We expect everyone involved in the complaints process to communicate respectfully.

Abusive, threatening or discriminatory behaviour towards MNR employees or representatives will not be accepted. Where necessary, we may take reasonable steps to protect our staff while continuing to consider the substance of a legitimate complaint.

7. Confidentiality

Complaints will be handled as confidentially as reasonably possible.

Information relating to a complaint will normally only be shared with:

  • employees who need the information to investigate or respond to the complaint;
  • professional advisers or service providers where their involvement is reasonably necessary;
  • organisations or individuals directly involved in the matter where disclosure is required to investigate it fairly; or
  • regulators, law-enforcement bodies, courts or other authorities where disclosure is required or permitted by law.

Personal information relating to complaints will be handled in accordance with our Privacy Policy.

8. Recruitment agency complaints and the Fair Work Agency

MNR aims to comply with the legislation and regulatory requirements applicable to employment agencies and employment businesses.

If your complaint relates to the conduct of a recruitment agency or employment business and you believe that employment agency legislation may have been breached, you may also have the right to raise the matter with the Fair Work Agency (FWA).

The Fair Work Agency is responsible for investigating certain complaints relating to employment agencies and employment businesses, including potential breaches of applicable recruitment agency legislation.

Information about making a complaint to the Fair Work Agency is available through the official GOV.UK website.

You are welcome to give MNR the opportunity to investigate and resolve your concern first, but using our complaints procedure does not prevent you from contacting an appropriate regulator or exercising any other legal rights available to you.

9. Data protection complaints

If your complaint relates to the way MNR has collected, used, stored, disclosed or otherwise handled your personal information, please make this clear when contacting us.

We will treat this as a data protection complaint.

We will:

  • provide you with an appropriate way to raise your complaint;
  • acknowledge receipt within the period required by applicable data protection law;
  • make appropriate enquiries without undue delay;
  • keep you reasonably informed while the matter is being investigated; and
  • communicate the outcome of our investigation without undue delay.

Our general aim is to acknowledge all complaints within 5 working days, which is shorter than the statutory acknowledgement period applicable to data protection complaints.

If you remain dissatisfied with our handling of a data protection matter, you have the right to complain to the Information Commissioner's Office (ICO).

You do not have to complete MNR's internal review process before exercising your right to contact the ICO.

Further information about how MNR handles personal information and your data protection rights is available in our Privacy Policy.

10. Complaints involving third parties

Some recruitment processes involve organisations outside MNR, such as prospective employers, vessel owners, vessel managers, crewing companies, payroll providers or other third parties.

Where a complaint relates primarily to the actions or decisions of another organisation, we will explain this to you and, where appropriate, advise you to raise the matter directly with that organisation.

Where the matter also concerns MNR's own actions or responsibilities, we will investigate those aspects under this procedure.

11. Anonymous complaints

We will consider anonymous complaints where sufficient information is available to investigate the concern.

However, our ability to investigate or respond may be limited if we cannot contact you for further information or if investigating the complaint would require us to identify you to another party.

12. Complaint records and service improvement

MNR may maintain appropriate records of:

  • complaints received;
  • correspondence relating to complaints;
  • investigations undertaken;
  • decisions and outcomes;
  • corrective actions; and
  • recurring issues or trends.

We may use information from complaints to identify opportunities to improve our services, staff training, policies, procedures and systems.

Complaint records containing personal information will be retained only for as long as reasonably necessary and will be handled in accordance with our Privacy Policy and applicable data protection requirements.

13. Other rights

Nothing in this Complaints Procedure is intended to restrict any statutory, contractual or regulatory rights available to you.

Depending on the nature of the matter, you may have the right to seek advice from, or raise a complaint with, another regulator, authority, tribunal or court.

14. Changes to this Complaints Procedure

We may update this Complaints Procedure from time to time to reflect changes to our services, procedures or legal and regulatory requirements.

The latest version will be published on our website and the Last updated date at the top of this page will be amended.

15. Contact us

To raise a complaint or ask a question about this procedure, please contact MNR using the details provided on our Contact Us page.

Please include “Formal Complaint” in the subject line of written correspondence where possible so that your complaint can be identified and handled promptly.