Customer Service Policy
Our commitment
ProMedical Personnel Ltd (“ProMedical”, “we”, “our”, “us”) is committed to providing an exceptional level of service to our clients, candidates, suppliers, and partners.
We aim to:
- Deliver services that meet or exceed expectations.
- Respond promptly, professionally, and courteously to all enquiries.
- Build long-term relationships based on trust, transparency, and integrity.
Scope
This policy applies to all ProMedical staff, contractors, and representatives. It covers our interactions with:
- Clients and prospective clients.
- Candidates and workers.
- Suppliers and partners.
- The general public in relation to our business activities.
Service standards
We commit to:
Responsiveness – responding to telephone calls, emails, and website enquiries within two working days (or sooner where urgent).
Professionalism – ensuring all communications are respectful, clear, and solution-focused.
Accuracy – providing information that is correct, relevant, and up to date.
Confidentiality – safeguarding personal and business information in line with our Data Protection & GDPR Statement.
Fairness – treating everyone equally, without bias or discrimination, in accordance with our Equality, Diversity & Inclusion Policy.
Continuous improvement
We value feedback as an opportunity to learn and improve our services. We will:
- Encourage clients, candidates, and partners to share their experiences.
- Monitor service performance against defined standards.
- Identify and act on opportunities for improvement.
- Provide staff with the training and resources they need to deliver excellent service.
Feedback and raising concerns
If you are satisfied with our service, we welcome your feedback so we can recognise and share best practice across our teams.
If you are dissatisfied or wish to raise a concern, you can follow our Complaints Policy, which explains:
- How to make a complaint.
- How your complaint will be handled.
- Expected timescales for resolution.
Last reviewed: 29/08/2025