Complaints Policy

Our commitment

We are committed to providing a high-level service for our clients and candidates. If you do not receive satisfaction from

us, we need you to tell us about it. This will help us to improve our standards.

What is covered by the policy?

This policy is used to quickly and effectively address concerns and/or complaints raised by our clients, our candidates

or any other external party.

How to raise a concern or complaint

If you have a complaint, please email our Quality care team at complaints@promedical.co.uk, visit the Contact Us page

to see how to submit feedback online via Keep In Touch or Send a letter to Quality Care, ProMedical Personnel, Kings

House, 101-135 Kings Road, Brentwood, CM14 4DR.

Our actions

  1. We will record your complaint in our central register upon receiving it.
  2. We will acknowledge your complaint within 2 working days of receipt, confirming the details, and setting out what happens next.
  3. We will then investigate the complaint on your behalf. This is likely to involve the following:
    • a. Examining your records on our candidate management system.
    • b. Speaking to the person/s you have dealt with and any other relevant parties.
    • c. 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 4 above)
  7. At this stage, your complaint will be escalated to our HR 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.
  8. 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. Alternatively 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

 

Date Last reviewed April 2023

Reviewed By: Steven Nice, Compliance Manager