Speak to our team

Policy

Complaints Procedure

How to raise a complaint, what we do with it, and where to take it if you are still not satisfied.

Last updated: 31 August 2026

How to complain

Email info@wecgroups.com. Please tell us:

  • Your name and, if you are one of our employees, your National Insurance number is not needed — your payroll reference or the name of your agency is enough
  • What went wrong, and when
  • Which pay period or assignment it relates to, if it concerns your pay
  • What you would like us to do to put it right

You can also write to us at our registered office. Putting a complaint in writing helps us investigate it accurately, but we will not turn one away because of how it reached us.

What happens next

  1. Acknowledgement. We acknowledge your complaint in writing and tell you who is handling it.
  2. Investigation. We review the payroll records, timesheet and rate data, RTI submissions and correspondence relevant to your complaint. If we need anything further from you, we will ask.
  3. Response. We respond substantively as quickly as we can, setting out what we found, whether we uphold the complaint, and what we will do about it.
  4. Putting it right. Where we have made an error affecting your pay, we correct it and, where the correction affects tax or National Insurance, we make the corresponding adjustment with HMRC.

If we cannot respond in full straight away — for example, because we are waiting on your agency or on HMRC — we will tell you why and give you an expected date.

If you are still not satisfied

Tell us, and a director will review the complaint and the way it was handled. Depending on what your complaint is about, you may also be able to take it further:

  • Your pay, tax or National Insurance — HMRC, through their published complaints process
  • Your workplace pension — The Pensions Ombudsman, or The Pensions Regulator
  • Your personal data — the Information Commissioner's Office at ico.org.uk. See our Privacy Policy.
  • Your employment rights — Acas, for free and impartial advice, before any employment tribunal claim

How we use complaints

We keep a record of every complaint, what caused it and how it was resolved, and we review those records so the same fault does not recur. Records are retained with our other business records, as described in our Privacy Policy.

Company details

WECGROUPS is a trading name of WE CONTRACT LTD, a company registered in England and Wales, company number 17426165, registered office 34 Runcorn Road, Birmingham, England, B12 8RQ. Our filings are public at Companies House.