Recruitment agencies' bad customer service, rather than bad practice, is causing most dissatisfaction among clients and candidates, according to the REC's annual complaints report.

The report, compiled by the REC's Professional Standards department, says that in 2006 it handled 685 enquiries and complaints, an increase of 25% on 2005.

Temporary workers continued to be the largest group of complainants, accounting for around half. However, the last quarter of 2006 showed a sharp rise in the number of complaints from candidates for permanent employment and from clients.

The London region, which is home to 25% of members, had the greatest proportion of complaints with 35%. The North-east had the lowest level of complaints at 1.1%.

The REC's head of professional standards, Claire Walker, told Recruiter: "The feedback we have had from members about the figures has been very positive. They are pleased to see that we will expel those members who do not meet our high standards."

IT/communications was the worst-offending sector. Complaints in this sector involved problems with payment, unclear terms and conditions, not receiving contracts, sending CVs without permission, 'poaching', unsolicited emails, not being put forward for jobs or being put forward for unsuitable jobs.

In the medical, education, nursing and social care sectors, problems relating to the portability of Criminal Records Bureau checks led to a number of complaints.