Complaints Policy & Procedure

Why Have a Complaints Policy?

An effective complaints policy/procedure allows us to maintain and build good, strong relationships with our clients and candidates.

Handling a complaint well:

  • Demonstrates our commitment to our clients and candidates
  • Demonstrates our commitment to providing the best possible service
  • Helps us to find out about things that have gone wrong so we can fix them
  • Helps us to prevent things going wrong again in the future
     

Complaints Policy of Allstaff Employment

Allstaff Employment views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the complainant.
Our policy is:

  • To provide a fair complaints procedure which is clear and easy for anyone wishing to complain
  • To publicise the existence of our complaints procedure / policy so that people know how to contact us to make a complaint
  • To make sure all staff members at Allstaff Employment know what to do if a complaint is received
  •  To make sure all complaints are investigated fairly and quickly
  • To make sure that, wherever possible, complaints are resolved and relationships repaired
  • To make sure that information regarding the complaint is used to improve our service going forward
     

Definition of a Complaint

A complaint is an expression of dissatisfaction, whether justified or not, about any aspect of our service.
 

Who Can Make a Complaint?

A complaint may come from a Temporary Worker, a Permanent Candidate, a prospective Temporary Worker or Permanent Candidate, a client or prospective client or a Supplier to our business.

A complaint may be received verbally, by phone or in person or by mail or by email. This complaints policy does not cover complaints made by members of our staff. Staff members should follow procedures laid out in our Disciplinary Procedure which is provided along with their contract of employment.

Confidentiality 
All complaint information will be handled sensitively, telling only those who need to know in order that the complaint may be resolved.

Responsibility 
Overall responsibility for this policy and its implementation lies with Mr Tim Shepherd, Branch Manager and Mr Paul Saunders, Partner.
 

Complaints Procedure of Allstaff Employment

Written complaints may be sent to Allstaff Employment at 63 New London Road, Chelmsford, Essex, CM2 0ND or by email to timshepherd@allstaffemployment.co.uk 

Verbal complaints may be made by phone to 01245 287220, asking directly for Mr Tim Shepherd or the consultant with whom you have had dealings.
 

Receiving Complaints

Complaints received by phone or in person need to be well documented. The person receiving the complaint should:

  • Take down the name, address and telephone number of the complainant
  • Note down the relationship of the complainant to Allstaff Employment, for example; client , candidate, supplier
  • Inform the complainant that we have a complaints procedure and ensure you tell them what happens next and in what timeframe
  • Note down all the facts concerning the complaint, ensuring times ,dates and all concerned parties are included
  •  If possible have the complainant send in a written account by post or email of their reasons for complaining
     

Resolving Complaints

In many cases a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if at all possible and appropriate.

Whether the complaint has been resolved or not, all complaint information should be passed to Mr Tim Shepherd within one day. On receipt of the complaint, Mr Shepherd will log it in the Complaint Log. If the complaint has not already been resolved Mr Shepherd will delegate investigation and response to an appropriate member of staff or handle the matter directly.

At this stage, if the complaint is related to a specific individual rather than a process, the individual should be informed and given a fair opportunity to respond.

Complaints should be acknowledged within 48 hours by the person handling the complaint providing a name of the individual handling the complaint and a timeframe of when a reply can be expected. This should be done in writing and a copy of our Company Complaints Procedure should be issued to the complainant at that juncture.

Ideally complainants should receive a definitive reply to their complaint within 1 week. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent to the complainant along with an indication of when a full reply and solution will be issued. Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint; the conclusions from the investigation and any action taken as a result of the complaint.

If the complainant feels that the problem has not been satisfactorily resolved at this stage, they may request that the complaint is reviewed at a more senior level. At this stage, the complaint will be escalated to Mr Paul Saunders, Partner.

The request for the complaint to be escalated should be acknowledged within 48 hours of receipt and the complainant advised that a reply should be received within 5 working days. The investigation of this escalated complaint will include a review of all paperwork for the case and discussions with all relevant parties involved in both the original complaint and the initial complaint review.

Whether the complaint findings are upheld or not a written reply, highlighting all findings, procedures and conclusions along with any action taken as a result of the complaint should be issued to the complainant .The decision taken at this stage of the Complaints procedure is final  unless external assistance is sought from an external party/body.
 

External Stage  

Should it be deemed necessary and a complaint is not resolved to the satisfaction of the complainant the matter should be referred to ACAS for external arbitration;

Delivery Directorate
Acas National
Euston Tower
286 Euston Road
London
NW13JJ

Telephone: 0300 1231 150

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