Complaints Policy

Our commitment

ProMedical Personnel Ltd (“ProMedical”, “we”, “our”, “us”) is committed to delivering high-quality services and maintaining trust with clients, candidates, suppliers.

We take all complaints seriously, handle them promptly and fairly, and use them as an opportunity to improve our services.

Scope

This policy applies to concerns and / or complaints raised by:

  • Clients and prospective clients.
  • Candidates and workers.
  • Suppliers and partners.

What is a complaint?

A complaint is any expression of dissatisfaction about our services, staff, or conduct, whether justified or not, where a response is expected.

How to make a complaint

You can submit a complaint by contacting our Quality Care Team:

Please include:

  • Your name and contact details.
  • Details of what happened, including dates, names, and any supporting evidence.
  • The outcome you are seeking, if applicable.

How we handle complaints

We will:

  1. Record your complaint in our central register upon receiving it.
  2. Acknowledge your complaint within 24 hours of receipt, confirming the details, and setting out what happens next.
  3. Investigate the complaint on your behalf. This is likely to involve the following:
    • Examining your records on our candidate management system.
    • Speaking to the person/s you have dealt with and any other relevant parties.
    • We may request further information from you as appropriate.
  4. Within 10 working days of receipt of your complaint, a written response will be sent to you.  However, if you have raised a request for access to information held about you on our system (“Subject Access Request”) we may take up to 40 days to respond to you.  We may charge you a £10 administration fee for undertaking a Subject Access Request.
  5. If you are not satisfied with the outcome of your complaint, you can, within 5 working days of receipt of the response or decision, send a written request that it be reviewed.
  6. We aim to acknowledge, investigate, and resolve all complaints within 10 working days of receipt (subject to it being a Subject Access Request (see point above)
  7. At this stage your complaint will be escalated to a Director who will review the initial decision. We will let you know the outcome of this review in writing within 10 working days of receipt of your request. The Director’s decision will be final.

Escalation

If you are still not satisfied with the outcome of the complaint, we advise you to contact the Recruitment & Employment Confederation (REC) the recruitment industry body of which we are a corporate member.  Alternately contact the Employment Agencies Standards Inspectorate at the Department for Business Innovation and Skills:

Professional Standards Team, REC, 15 Welbeck Street, London, W1G 9XT.

Website: www.bis.gov.uk

Helpline: 0800 917 2368

Confidentiality

All complaints will be handled in confidence and in accordance with our Data Protection & GDPR Statement. Information will only be shared with those directly involved in the investigation.

Learning from complaints

We record and analyse all complaints to:

  • Identify trends or recurring issues.
  • Implement corrective actions.
  • Improve service quality and staff training.

Related policies

Review

This policy is subject to an annual review to ensure its ongoing relevance and compliance with current legislation, regulatory requirements, and organisational standards. Interim reviews may be undertaken if significant legislative, regulatory, or operational changes occur.

 

Last reviewed: 03/09/2025