{"id":55630,"date":"2025-10-10T13:40:02","date_gmt":"2025-10-10T12:40:02","guid":{"rendered":"https:\/\/www.promedical.co.uk\/?page_id=55630"},"modified":"2025-10-13T14:33:10","modified_gmt":"2025-10-13T13:33:10","slug":"complaints-policy","status":"publish","type":"page","link":"https:\/\/www.promedical.co.uk\/policies\/complaints-policy\/","title":{"rendered":"Complaints Policy"},"content":{"rendered":"\n\n\t<h1>Complaints Policy<\/h1>\n<h3>Our commitment<\/h3>\n<p>ProMedical Personnel Ltd (&#8220;ProMedical&#8221;, &#8220;we&#8221;, &#8220;our&#8221;, &#8220;us&#8221;) is committed to delivering high-quality services and maintaining trust with clients, candidates, suppliers.<\/p>\n<p>We take all complaints seriously, handle them promptly and fairly, and use them as an opportunity to improve our services.<\/p>\n<h3>Scope<\/h3>\n<p>This policy applies to concerns and \/ or complaints raised by:<\/p>\n<ul>\n<li>Clients and prospective clients.<\/li>\n<li>Candidates and workers.<\/li>\n<li>Suppliers and partners.<\/li>\n<\/ul>\n<h3>What is a complaint?<\/h3>\n<p>A complaint is any expression of dissatisfaction about our services, staff, or conduct, whether justified or not, where a response is expected.<\/p>\n<h3>How to make a complaint<\/h3>\n<p>You can submit a complaint by contacting our Quality Care Team:<\/p>\n<ul>\n<li>Email: <a href=\"mailto:complaints@promedical.co.uk\">complaints@promedical.co.uk<\/a><\/li>\n<li>Post: Quality Care, ProMedical Personnel,Kings House, 101-135 Kings Road, Brentwood, Essex, CM14 4DR<\/li>\n<li>Online: visit the <a href=\"https:\/\/www.promedical.co.uk\/contact-us\/\">Contact Us<\/a> page to see how to submit feedback online via <a href=\"https:\/\/www.promedical.co.uk\/contact-us\/\">Keep In Touch\u00a0<\/a><\/li>\n<\/ul>\n<p>Please include:<\/p>\n<ul>\n<li>Your name and contact details.<\/li>\n<li>Details of what happened, including dates, names, and any supporting evidence.<\/li>\n<li>The outcome you are seeking, if applicable.<\/li>\n<\/ul>\n<h3>How we handle complaints<\/h3>\n<p>We will:<\/p>\n<ol>\n<li>Record your complaint in our central register upon receiving it.<\/li>\n<li>Acknowledge your complaint within 24 hours of receipt, confirming the details, and setting out what happens next.<\/li>\n<li>Investigate the complaint on your behalf. This is likely to involve the following:\n<ul>\n<li>Examining your records on our candidate management system.<\/li>\n<li>Speaking to the person\/s you have dealt with and any other relevant parties.<\/li>\n<li>We may request further information from you as appropriate.<\/li>\n<\/ul>\n<\/li>\n<li>Within 10 working days of receipt of your complaint, a written response will be sent to you.\u00a0 However, if you have raised a request for access to information held about you on our system (&#8220;Subject Access Request&#8221;) we may take up to 40 days to respond to you.\u00a0 We may charge you a \u00a310 administration fee for undertaking a Subject Access Request.<\/li>\n<li>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.<\/li>\n<li>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)<\/li>\n<li>At this stage your complaint will be escalated to a\u00a0Director 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&#8217;s decision will be final.<\/li>\n<\/ol>\n<h3>Escalation<\/h3>\n<p>If you are still not satisfied with the outcome of the complaint, we advise you to contact the <a href=\"https:\/\/www.rec.uk.com\/recruiters\/compliance\/complaints\">Recruitment &amp; Employment Confederation<\/a> (<a href=\"https:\/\/www.rec.uk.com\/\">REC<\/a>) the recruitment industry body of which we are a corporate member.\u00a0 Alternately contact the<a href=\"https:\/\/www.gov.uk\/government\/organisations\/employment-agency-standards-inspectorate\"> Employment Agencies Standards Inspectorate<\/a> at the Department for Business Innovation and Skills:<\/p>\n<p>Professional Standards Team, REC, 15 Welbeck Street, London, W1G 9XT.<\/p>\n<p>Website: <a href=\"http:\/\/www.bis.gov.uk\/\">www.bis.gov.uk<\/a><\/p>\n<p>Helpline: 0800 917 2368<\/p>\n<h3>Confidentiality<\/h3>\n<p>All complaints will be handled in confidence and in accordance with our <a href=\"https:\/\/www.promedical.co.uk\/policies\/data-protection-gdpr-statement\/\"><strong>Data Protection &amp; GDPR Statement<\/strong>.<\/a> Information will only be shared with those directly involved in the investigation.<\/p>\n<h3>Learning from complaints<\/h3>\n<p>We record and analyse all complaints to:<\/p>\n<ul>\n<li>Identify trends or recurring issues.<\/li>\n<li>Implement corrective actions.<\/li>\n<li>Improve service quality and staff training.<\/li>\n<\/ul>\n<h3>Related policies<\/h3>\n<ul>\n<li><a href=\"https:\/\/www.promedical.co.uk\/policies\/customer-service-policy\/\"><strong>Customer Service Policy<\/strong> <\/a>&#8211; sets out our service standards.<\/li>\n<li><a href=\"https:\/\/www.promedical.co.uk\/policies\/data-protection-gdpr-statement\/\"><strong>Data Protection &amp; GDPR Statement<\/strong><\/a> &#8211; explains how we handle personal information.<\/li>\n<\/ul>\n<h3>Review<\/h3>\n<p>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.<\/p>\n<p>&nbsp;<\/p>\n<p><strong><em>Last reviewed: 03\/09\/2025<\/em><\/strong><\/p>\n\n","protected":false},"excerpt":{"rendered":"<p>Complaints Policy Our commitment ProMedical Personnel Ltd (&#8220;ProMedical&#8221;, &#8220;we&#8221;, &#8220;our&#8221;, &#8220;us&#8221;) 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&hellip;<\/p>\n","protected":false},"author":26,"featured_media":0,"parent":4852,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_seopress_robots_primary_cat":"","footnotes":""},"class_list":["post-55630","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.promedical.co.uk\/af-api\/wp\/v2\/pages\/55630","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.promedical.co.uk\/af-api\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.promedical.co.uk\/af-api\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.promedical.co.uk\/af-api\/wp\/v2\/users\/26"}],"replies":[{"embeddable":true,"href":"https:\/\/www.promedical.co.uk\/af-api\/wp\/v2\/comments?post=55630"}],"version-history":[{"count":8,"href":"https:\/\/www.promedical.co.uk\/af-api\/wp\/v2\/pages\/55630\/revisions"}],"predecessor-version":[{"id":55810,"href":"https:\/\/www.promedical.co.uk\/af-api\/wp\/v2\/pages\/55630\/revisions\/55810"}],"up":[{"embeddable":true,"href":"https:\/\/www.promedical.co.uk\/af-api\/wp\/v2\/pages\/4852"}],"wp:attachment":[{"href":"https:\/\/www.promedical.co.uk\/af-api\/wp\/v2\/media?parent=55630"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}