Complaints Policy & Procedure (Non-safeguarding)

Complaints Policy & Procedure (Non-safeguarding)

Incidents/Complaints Policy

Principal Resourcing Limited (referred to as “we” or “us” below) is committed to providing a high level service to our clients and candidates. If you do not receive satisfaction from us, we need you to tell us about it. This will help us to improve our standards. We take complaints very seriously and will endeavour to resolve them as promptly as possible.

Incident/complaint regarding a candidate

If you have a complaint or wish to report an incident relating to one of our candidates, you will be forwarded to your specific consultant or the branch manager who will take the necessary details. In their absence, details will be taken by a member of the team who will then inform senior members of staff as soon as possible.

Please provide us with as much detail as you can to help us investigate your complaint or incident:

  1. Provide details of the complaint or incident
  2. Provide specific information, for example, any times and dates of any conversations, names of people involved

Dealing with your query

  1. Details will be taken and placed on an incident report form
  2. We will then try to resolve the matter with you or investigate
  3. If an investigation is necessary the following steps will be taken:
    – The incident form will be updated at each stage and all correspondence saved in a specific incident folder.
    – We will obtain a statement from the candidate involved detailing their version of events. They may also be invited to a meeting to discuss this if we deem this necessary.
    – We will update the School with the candidate’s version of events and outcome of the meeting and discuss to get to the bottom of the issue or problem and revise a proposed solution.
    – If necessary, Principal Resourcing will refer the complaint or incident to the relevant referral board which may be safeguarding children board, DBS or National College of Teachers.

Incident/Complaints Procedure relating to an employee of Principal Resourcing

If you have a complaint, need to contact us regarding an incident involving one of our employees please ask for the line manager of the person involved, who will then take the necessary details from you and deal with your query. In the absence of the line manager you will be forwarded to Tracy Allen HR Manager who will take the details and ensure these are passed to the line manager promptly.

Please provide us with as much detail as you can to help us investigate your complaint:

  1. Provide details of the complaint
  2. Provide information on any relevant communication with us on the subject, including, for example, any times and dates of any conversations

Dealing with your query

  1. Details will be taken and placed on an incident report form.
  2. The line manager will then attempt to address and resolve your complaint informally.
  3. If an investigation is necessary the following steps will be taken:
    – We will obtain a statement from each party involved detailing their version of events.
    – We will discuss in house and get to the bottom of the issue or problem and revise a proposed solution.
    – We will keep you informed of the progress of the complaint as every stage and if necessary, this will be escalated to the Senior Branch Manager who will arrange a convenient meeting for you to resolve your issue.
    – We will write to you within 2 days of the meeting to confirm what took place and any solutions agreed with you.

Incidents/Complaints Procedure relating to the Company

Dealing with your query
If you wish to report and incident involving the company or have a complaint or grievance, please report it to a Business manager who will take the initial details for you and try to resolve your complaint informally.

At this stage, if you are not satisfied please contact an Executive Business Manager or HR. Contact details can be found below.

Next steps

  1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within 5 days of us receiving your complaint.
  2. We will record your complaint in our central register within a day of having received it.
  3. We will acknowledge your reply to our acknowledgement letter within 5 days of your reply.
  4. Investigations will then begin and we aim to deal with all complaints promptly and within 10 working days, unless further investigations are necessary.
  5. The Executive Business Manager may invite you to meet with them to discuss and hopefully resolve your complaint. This will be done within 5 days of the end of our investigation if its is not possible to respond via email.
  6. Within 2 days of the meeting the Executive Business Manager will write to you to confirm what took place and any solutions that have been agreed with you. If you do not want a meeting or it is not possible, the Senior Branch manager will send you a detailed reply to your complaint. This will include suggestions for resolving the matter. This will be done within 5 days of completing the investigation.
  7. At this stage, if you are still not satisfied you can write to us again. A Director of the company will review the Executive Business Managers decision within 10 days.
  8. We will let you know the outcome of this review within 5 days of the end of the review. We will write to you confirming our final position on your complaint and explaining our reasons. If you are still not satisfied, you can contact the Employment Agencies Standards Inspectorate at the Department for Business Innovation and Skills or the REC, the industry trade association, of which we are a member by writing to the Consultancy and Compliance Team, REC, Dorset House, 1st Floor, 27-45 Stamford Street, London, SE1 9NT.

If we have to change any of the timescales above, we will let you know and explain why.
In any event, we will comply with any statutory procedures that may relate to your complaint.

Contact Details

For complaints relating to:

East Yorks/North Yorks/Lincs:

C/O Tracy Allen HR@principalresourcing.co.uk

Rachel Parker
Principal Resourcing
The Avenue
157 High Street
Hull
HU1 2JT

T: 01482 580409
F: 01482 489800

Executive Business Manager
Rachel Parker
Rachel.parker@principalresourcing.co.uk

West Yorks/South Yorks

C/O Tracy Allen

Kate Mennell
Principal Resourcing
Fourth Floor
Carlton Tower
St Paul’s Street
Leeds LS1 2QB

T: 0113 887 4380
F: 0113 2467555

Executive Business Manager
Kate Mennell
kate.mennell@principalresourcing.co.uk

Executive Directors contact details

Tracey Pinkney
Operations Director

C/O
Tracy Allen
HR Manager
Principal Resourcing
The Avenue
157 High Street
Hull
HU1 1NQ

T: 01482 489801
HR@principalresourcing.co.uk

Michelle Grassby
Sales & Marketing Director

Complaints Procedure Relating to the Company Flow Chart & Timelines

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