1. Introduction

PlaceMe UK is committed to providing high-quality healthcare recruitment services to both healthcare organisations and workers. We recognise the importance of effective complaints management in maintaining trust, transparency, and accountability in our operations. This policy outlines our approach to handling complaints from Participating Authorities and Workers.

2. Scope

This policy applies to all complaints received by PlaceMe UK regarding any aspect of our service provision, including but not limited to issues related to the recruitment process, worker placements and customer service interactions.

3. Responsibilities:

• Complaints Handling Team: A dedicated complaints handling team is responsible for receiving, documenting, investigating, and resolving complaints in a timely and effective manner.
• Management: Senior management oversees the complaints handling process, ensures compliance with this policy, and provides necessary resources and support for its implementation.
• Workers: Workers are encouraged to report any concerns or complaints they may have regarding their placement or working conditions.

4. Complaints Handling Procedure

• Receipt of Complaints: Complaints can be submitted to PlaceMe UK via email, telephone, or through our website or online portals. All complaints are logged immediately upon receipt.
• Acknowledgment: An acknowledgement of receipt is sent to the complainant within two working days of receipt, outlining the next steps and expected timelines for resolution.
• Investigation: The complaints handling team conducts a thorough investigation into the nature of the complaint, gathering relevant information and evidence as necessary.
• Resolution: Once the investigation is complete, appropriate action is taken to resolve the complaint. This may include corrective measures, process improvements, or disciplinary action where warranted.
• Communication: Regular updates are provided to the complainant throughout the resolution process, keeping them informed of progress and any changes in timelines.
• Decision: A decision is provided to the complainant according to the timeline stipulated throughout the process, as well as details as to how the complainant can appeal a decision if they are not satisfied.
• Closure: Once the complaint is resolved to the satisfaction of the complainant, a closure report is prepared, documenting the outcome and any lessons learned.
• Escalation: In cases where resolution is not straightforward or requires input from regulatory bodies or external authorities, complaints are escalated to senior management for further action.

5. Reporting and Documentation

• All complaints received, along with details of the investigation and resolution process, are documented in a centralised complaints register.
• Records are maintained in accordance with data protection and confidentiality requirements, ensuring the security and integrity of complainant information.
• Regular reports on complaints received, trends identified, and actions taken are presented to senior management for review and decision-making.

6. Training and Continuous Improvement

• Staff involved in complaints handling receive training on effective communication, conflict resolution, and complaint management techniques.
• Feedback from complaints is used to identify areas for improvement in our processes, policies, and service delivery, driving ongoing quality enhancement efforts.

7. Confidentiality and Data Protection

• All information related to complaints, including personal data of complainants, is handled confidentially and in accordance with relevant data protection laws and regulations.
• Access to complaint records is restricted to authorised personnel involved in the resolution process.

8. Review and Revision

• This policy is reviewed regularly to ensure its effectiveness and relevance to PlaceMe UK's operations. Updates or revisions may be made as necessary to reflect changes in regulatory requirements or industry best practices.

9. Compliance

• PlaceMe UK is committed to complying with all applicable laws, regulations, and industry standards relating to complaints handling and service provision.

10. Communication and Awareness

• This policy is communicated to all staff members, temporary workers, and relevant stakeholders to ensure awareness of their rights and responsibilities regarding complaints handling

11. Feedback Mechanism

• PlaceMe UK encourages feedback from complainants on their experience with the complaints handling process. This feedback is used to further improve our services and procedures.

12. Conclusion

• PlaceMe UK is dedicated to maintaining open channels of communication and effective resolution of complaints to uphold the highest standards of professionalism and service excellence in the healthcare recruitment industry.