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Complaint Policy

Last reviewed: 22/02/2025

1. Introduction

Carextra Staffing ("the Company") is committed to providing high-quality services to clients, employees, and healthcare professionals. We value feedback and take complaints seriously, as they help us improve our services.

This Complaint Policy outlines how concerns and complaints can be raised and how we will handle them in a fair, transparent, and timely manner.

 

2. Scope of the Policy

This policy applies to:

  • Clients (hospitals, care homes, private healthcare providers, NHS partners).

  • Employees and agency staff (nurses, healthcare assistants, administrative personnel).

  • Job applicants who have interacted with our recruitment process.

  • Third parties (suppliers, contractors, or regulatory bodies).

 

Complaints may relate to:

  • The quality of our staffing services.

  • Professional conduct of Carextra Staffing employees or agency workers.

  • Recruitment or employment practices.

  • Breach of contractual terms or regulatory compliance.

  • Any form of discrimination, harassment, or unethical behaviour.

 

3. How to Make a Complaint

 

3.1 Informal Resolution (Optional Step)

Before submitting a formal complaint, we encourage complainants to try resolving issues informally.

  • Clients may speak to their account manager or assigned consultant.

  • Employees may discuss concerns with their line manager.

If the issue is not resolved, the complainant may proceed with a formal complaint.

 

3.2 Formal Complaint Submission

Complaints can be submitted via:

Complaint Department
Carextra Staffing
Paramount House,

1 Delta House,

Egham,

TW20 8RX

 

Complaints should include:

  • Full name and contact details.

  • Details of the complaint (including dates, times, and individuals involved).

  • Any supporting evidence (e.g., emails, witness statements).

  • Desired outcome or resolution.

 

Anonymous complaints will be considered but may limit our ability to investigate fully.

 

4. Complaint Handling Process

 

4.1 Acknowledgment

  • We will acknowledge receipt of a complaint within 5 working days.

  • A reference number will be provided for tracking purposes.

 

4.2 Investigation

  • A Complaint Officer will be assigned to investigate.

  • Interviews may be conducted with relevant individuals.

  • If necessary, external regulators may be involved (e.g., Care Quality Commission (CQC)).

 

4.3 Resolution & Response

  • A full response will be provided within 14 to 28 working days, depending on the complexity.

  • If more time is required, we will provide regular updates.

  • Resolutions may include:

    • Apologies or corrective action.

    • Staff training or policy improvements.

    • Disciplinary action, if applicable.

 

5. Escalation Process

If the complainant is not satisfied with the response, they may escalate the complaint to:

 

5.1 Internal Escalation

  • Request a review by a senior manager or director.

 

5.2 External Escalation

If the complaint remains unresolved, the complainant may contact:

 

6. Confidentiality & Data Protection

  • Complaints will be handled confidentially, with only relevant personnel involved.

  • Personal data will be processed in line with the UK Data Protection Act 2018 and UK GDPR.

 

7. Protection Against Retaliation

Carextra Staffing does not tolerate retaliation against individuals who file complaints in good faith. Any retaliation or victimisation will be treated as misconduct and may result in disciplinary action.

 

8. Review & Compliance

This policy will be reviewed annually to ensure compliance with UK laws and best practices.

Last reviewed: 22/02/2025

 

9. Contact Information

For further queries regarding this policy, contact:

Complaint Department
Carextra Staffing

Paramount House
1 Delta Way

Egham

TW20 8RX

​

📧 Email: complaint@carextrastaffing.com

📞 Phone: 01784 849004

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