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Complaints Policy

Purpose

Service Care Solutions recognise that our reputation and continued success is in the hands of each individual working with our clients. Central to ensuring that the quality of the service we offer meets or exceeds our customers’ expectations is ensuring that we understand the feedback received, positive or negative, and that it is acted upon.

SCS views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person (or organisation) that has made the complaint.

Scope

A complaint is: any expression of dissatisfaction, whether justified or not, about any aspect of SCS.

Complaints may come from any person or organisation who has a legitimate interest in SCS, including (but not limited to) clients, candidates, members of the local community and third party suppliers.

A complaint can be received verbally, by phone, by email or in writing.

Policy

Our policy is:
• To treat all complaints seriously
• To treat a complainant with courtesy and fairness at all times.
• To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
• To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
• To make sure everyone at SCS knows what to do if a complaint is received
• To make sure all complaints are investigated fairly and in a timely way
• To make sure that complaints are, wherever possible, resolved and that relationships are repaired
• To gather information which helps us to improve what we do

Confidentiality

All complaints received will be dealt with confidentially and in accordance with the requirements of the Data Protection Act 1998.

Our standards for handling complaints

• We treat all complaints seriously, whether they are made by letter or by email
• You will be treated with courtesy and fairness at all times - we would hope, too, that you will be courteous and fair in your dealings with our staff at all times
• We will treat your complaint in confidence within the department
• We will deal with your complaint promptly - we will acknowledge receipt of a written complaint within 24 hours and we will send you a full reply within 7 working days of receipt
• If we cannot send a full reply within 7 working days of receipt we will tell you the reason why and let you know when we will be able to reply in full
• We will publish information in our annual report on the numbers and categories of complaints we receive, and the percentage of complaints upheld.

Publicised Contact Details for Complaints:

Written complaints may be sent to Service Care Solutions at:
Arthur House,
12-13 Starkie Street,
Preston,
Lancashire,
PR1 3LU

or by e-mail at – info@servicecare.org.uk

Verbal complaints may be made by phone to 0800 311 2020 or in person to any of Service Care Solutions staff at Arthur House, 12-13 Starkie Street, Preston, Lancashire, PR1 3LU.

External Stage

Service Care Solutions would ask anyone wishing to make a complaint to allow us the opportunity to resolve the issue ourselves. However, the complainant can complain to The Recruitment & Employment Confederation (REC) at any stage. Information about how to complain about an REC member can be found on their website at:
https://www.rec.uk.com/about-us/membership/compliance/complaints/how-to-complain-about-an-rec-member

Variation of the Complaints Procedure

The Board may vary the procedure for good reason. In any event, this policy and process is reviewed annually.

Monitoring and Learning from Complaints


As part of SCS’s ongoing improvement the executive board reviews all complaints from the complaint log every quarter to identify ongoing issues or board level decisions / changes that need to be made. This process was introduced so that we could learn from our mistakes and introduce actions to be taken to avoid similar complaints in the future.