How to Complain about an LPRA Member

The LPRA accepts complaints and queries in regards to the standards of best practice by our Corporate Members i.e. LPRA recruitment agencies.

Therefore, before referring a complaint to the LPRA, we would encourage you to communicate your issue with our member. It is very rare that our members are not able to provide you with a satisfactory answer.

In relaying your concerns to an agency we would advise that these are put in writing to them. If you have done this already and no satisfactory response or explanation is provided the complaint may be referred to the LPRA for consideration.

Please note we can only consider those matters which fall under the LPRA Code of Conduct for Corporate Members and the Code of Ethics and Professional Conduct for professional Members and will advise on this as part of our assessment of your complaint.

If the LPRA pursues a formal complaints investigation against a member, it is considered under the LPRA Complaints & Disciplinary Procedure.

The LPRA is not able to deal with the following issues :

•    deal with matters of compensation
•    make an agency or individual apologise
•    investigate the conduct of an agency that is not a member of the LPRA
•    offer legal advice
•    intervene to decide disputes of a legal nature, or
•    determine commercial disputes, or those driven by competition, or get involved in contractual disputes where there are ongoing or imminent legal proceedings
•    decide disputes between members and their employees or employers,
•    instigate a formal complaints procedure whilst any legal, tribunal or court action is ongoing or unresolved.
•    suspend or expel a member (this decision can only be made by the Members Committee)

Post : LPRA (Complaints Committee)
5, place de la Gare L1616 Luxembourg

We aim to acknowledge a complaint received by the Complaints Committee within 1 working day of LPRA receipt and a member of the team will aim to formally review a complaint within 15 working days, whereupon you will be contacted by the LPRA with their findings. If the LPRA considers that a formal investigation should be undertaken by the LPRA we will write to you to this effect and notify you of the anticipated timescale. If the LPRA considers that a formal investigation should not be undertaken at that time, they will advise you of any other options available to you as appropriate.