Complaints Policy

Policy Statement

StaffAsset® Ltd welcomes feedback and takes complaints seriously. A person will not be disadvantaged for raising a genuine complaint in good faith. Complaints are handled objectively, proportionately and with appropriate confidentiality.

This Policy applies to complaints from candidates, workers, clients, service users, suppliers and other stakeholders about StaffAsset's recruitment, vetting, placement, communication, conduct, payroll administration or related services. Safeguarding concerns, whistleblowing disclosures and data protection complaints may require additional procedures under the relevant StaffAsset policy.

Our Principles

How a Complaint Is Handled

1. Raise it

   Send your complaint to the Director with your name and contact details, the issue, relevant dates and people, the outcome you're seeking, and any supporting evidence. Anonymous complaints are considered too.

2. Acknowledgement & triage

   We aim to acknowledge within 2 working days. The complaint is logged and assessed for urgency, safeguarding risk, data protection implications, potential criminality, regulatory issues and conflicts of interest. Where immediate safety is at risk, safeguarding action takes priority over this timetable.

3. Investigation

   An appropriate person reviews relevant records, speaks with relevant individuals where necessary, and maintains a clear investigation record. We aim to provide a substantive response within 10 working days — if that's not achievable, you'll be updated with a revised timescale.

4. Outcome

   The written outcome summarises the complaint, the enquiries made, findings, and any action taken or proposed. A complaint may be upheld, partially upheld, or not upheld. Confidential employment, safeguarding or third-party information may be withheld where disclosure would be inappropriate or unlawful.

5. Review or appeal

   If you believe your complaint wasn't handled fairly, you may request a Director review within 10 working days of the outcome, stating your reasons. Where the Director handled the original investigation, an alternative independent reviewer is sought where practicable.

Escalating Outside StaffAsset

Nothing in this Policy prevents you from approaching an appropriate regulator, statutory body, professional body, contracting authority, police or court where you're entitled to do so.

• Complaints alleging breaches of recruitment-agency legislation may fall within the remit of the Fair Work Agency.
• Data protection concerns may be raised with the Information Commissioner's Office.
• Safeguarding matters may require referral to the client safeguarding lead, local safeguarding arrangements, police, DBS or a professional regulator depending on the circumstances.

Complaints Involving Supplied Workers

Where a complaint concerns a StaffAsset worker on assignment, we coordinate with the client as appropriate. Interim measures may include restriction or removal from duties where necessary to protect safety or service integrity, without prejudging the final outcome.

Records, Confidentiality & Data Protection

Complaint records are factual, securely held, access-controlled and retained in line with StaffAsset's data protection and retention arrangements. Information is shared only where necessary and lawful — see our Privacy Policy for more detail.

Make a Complaint