PURPOSE AND SCOPE
Ionic Recruitment Ltd (“the Company”) is a labour agency and contractor working in the construction sector. The Company is committed to providing a high-quality service to all those it works with. The Company takes complaints seriously and will deal with them promptly, fairly and confidentially.
This policy sets out how complaints can be raised and how the Company will respond. It applies to:
- Clients — businesses and organisations to which the Company supplies workers
- Workers — temporary workers placed by the Company with clients
- Candidates — individuals registered with or applying through the Company
- Suppliers — third parties providing services to the Company
This policy covers complaints about the service provided by the Company or the conduct of its staff. It does not replace or override the Company’s Grievance Procedure, which applies to internal employment matters raised by employees.
OUR COMMITMENT
The Company will:
- Acknowledge all complaints promptly
- Investigate complaints thoroughly and impartially
- Keep complainants informed of progress
- Treat all complaints confidentially so far as is reasonably practicable
- Not penalise anyone for raising a complaint in good faith
- Use complaints to identify and act on opportunities to improve
HOW TO RAISE A COMPLAINT
Step 1 – Informal Resolution
In the first instance, we encourage anyone with a concern to raise it directly with their usual point of contact at the Company. Many issues can be resolved quickly and informally at this stage without the need for a formal process.
Step 2 — Formal Complaint
If the matter cannot be resolved informally, or if the complainant does not feel comfortable raising it with their usual contact, a formal complaint can be submitted by e-mail and sent to the owners of Ionic [email protected] and [email protected]
Complaints should include as much detail as possible, including the nature of the concern, relevant dates, and the outcome the complainant is seeking.
COMPLAINTS PROCEDURE
Once a formal complaint is received, the Company will follow the process set out below. If at any stage the timescale needs to change, the Company will notify the complainant and explain why.
Step 1 – Acknowledgement:
The Company will acknowledge receipt of the complaint within 3 working days, confirm who will be handling it, and outline the next steps. Given the small size of the company, this may be the same person to whom the complaint was initially raised.
Step 2 – Investigation:
The complaint will be investigated thoroughly. This may involve speaking to relevant individuals internally or on our client sites, reviewing records, and gathering any other relevant information. The complainant will be kept informed of progress.
Step 3 – Response:
The Company will provide a written response once the investigation has concluded.
Step 4 – Appeal:
If the complainant remains dissatisfied with the outcome, they may appeal the outcome by writing to the Company within 10 working days of receiving the response. A Director will review the decision and provide a final written response.
EXTERNAL ESCALATION
If a complainant remains dissatisfied after the Company’s internal process has been completed, they may refer the matter to an appropriate external body. Relevant bodies include:
Fair Work Agency (FWA)
- The Fair Work Agency is responsible for enforcing employment agency standards in Great Britain, including compliance with the Conduct of Employment Agencies and Employment Businesses Regulations 2003
- Website: www.gov.uk/fair-work-agency
CONFIDENTIALITY AND RECORD-KEEPING
All complaints and the details of investigations will be treated confidentially so far as is reasonably practicable. Information will only be shared with those who need to know in order to investigate and resolve the matter.
The Company will maintain a record of all formal complaints received, the action taken, and the outcome. This register will be reviewed periodically by senior management to identify any patterns or areas for improvement.
POLICY REVIEW
This policy will be reviewed annually or sooner in the event of relevant legislative changes or significant changes to the Company’s operations.