Complaints Policy & Procedure (External)

Document Control

Policy title	Complaints Policy and Procedure (External)
Owner	Technology and Governance Manager
Approved by	Managing Director
Version	2.0
Issue date	08.09.2026
Next review date	08.09.2027 (or sooner on material change)
Applies to	Contractors, agency workers, clients and other stakeholders and visitors of Service Care Solutions Ltd

 

1- Policy Statement

Service Care Solutions (SCS) is committed to providing a high standard of service to all clients, work-seekers, candidates, contractors and other stakeholders.

We recognise that concerns may occasionally arise regarding the service we provide. We view complaints as an opportunity to learn, improve our services and, where appropriate, put matters right. We commit to:

·        Treat all complaints seriously, fairly and respectfully.

·        Make it straightforward for clients and work-seekers to raise concerns.

·        Investigate complaints promptly, objectively and, where practicable, independently of the matter complained about.

·        Keep complainants informed throughout the process.

·        Learn from complaints and implement improvements where appropriate.

·        Ensure that no person is disadvantaged for raising a genuine complaint in good faith.

---

2- Purpose

This procedure explains how an external complainant can raise a complaint, what information is helpful, how SCS will investigate and respond, how to request a review or appeal, and what external options may be available.

---

3- Scope

This procedure applies to complaints made by:

·        Clients and prospective clients.

·        Work-seekers, candidates and temporary workers.

·        Contractors and personal service companies.

·        Suppliers and other business partners.

·        Members of the public or any other person or organisation with a legitimate interest in SCS services.

This procedure does not apply to complaints raised by SCS employees about their employment. Employees should use the relevant internal grievance or employment procedure in the Employee Handbook.

Clinical Concerns and Professional-Practice Complaints

Where a complaint or concern relates to the clinical practice, professional conduct, fitness to practise or patient safety of a healthcare professional supplied by Service Care Solutions; including matters such as clinical competence, medication errors, safeguarding, record-keeping or serious breaches of professional standards, it will not be handled under this general complaints procedure alone. Such matters are managed under the SCS Clinical Concerns, Complaints and Incident Management Procedure, which sets out our approach to risk management (including precautionary suspension of a candidate), clinical investigation by our Clinical Lead, regulatory referral thresholds and incident management. A copy of that procedure is available on request. The right to request a review or appeal set out in this policy continues to apply to the outcome of any clinical concern.

---

4- What is a complaint?

A complaint is any expression of dissatisfaction, whether justified or not, about an aspect of SCS services, conduct, actions, omissions or decisions.

A concern does not need to be labelled as a complaint and does not need to be submitted using legal or formal language. Complaints may be made verbally or in writing and may be raised informally or formally.

---

5- How to make a complaint

You can make a complaint using any of the following methods:

You do not need to complete a specific form. If possible, please provide your name and contact details, a description of what happened, relevant dates or reference details, the outcome you are seeking, and copies of any relevant correspondence or documents. You may make a complaint through a representative, although we may need your authority before discussing personal information with them.

---

6- Accessibility and Communication Preferences

We are committed to making the complaints process accessible. You may tell us how you would prefer to communicate. Subject to what is reasonably practicable, the process can be conducted by:

·        Telephone.

·        Email.

·        Video call.

·        Written correspondence.

·        A face-to-face meeting, where this is agreed by all parties.

There is no requirement to attend a face-to-face meeting for a complaint to be considered, investigated or resolved. If you have a disability, health condition, language need or other requirement affecting your ability to engage with the process, please tell us. We will consider reasonable adjustments and alternative formats where appropriate.

---

7- What happens when we receive a complaint?

 

Stage 1: Acknowledgement

We will normally acknowledge your complaint within one working day of receipt. The acknowledgement will confirm that the complaint has been received, identify the person or team handling it, explain the next steps and provide an expected response date.

Stage 2: Initial Resolution

Where appropriate, we may first try to resolve the matter promptly and informally. This may include clarifying a misunderstanding, supplying information, apologising or taking corrective action. You are not required to accept informal resolution, and the matter will proceed to investigation if it cannot be resolved to your satisfaction.

Stage 3: Investigation

A suitably appropriate manager will investigate the complaint. Wherever reasonably practicable, that person will not have been directly involved in the matter complained about. The investigation may include:

·        Reviewing relevant records, correspondence, system notes and documents.

·        Speaking with relevant employees or other parties.

·        Requesting further information from you or from relevant third parties.

·        Considering applicable contractual, legal, regulatory and professional requirements.

The scope and depth of the investigation will be proportionate to the nature and seriousness of the complaint. We will handle the matter fairly and will not reach conclusions until the relevant available information has been considered.

Stage 4: Outcome

We aim to issue a full written response within seven working days of receiving the complaint. If we cannot do so, we will explain the reason, provide a progress update and tell you when we expect to provide the full response.

Our outcome response will normally explain:

·        The issues considered.

·        The investigation undertaken.

·        Our findings and the reasons for them.

·        Whether the complaint is upheld, partially upheld or not upheld.

·        Any action taken or proposed, subject to confidentiality and data protection obligations.

·        How to request a review or appeal if you remain dissatisfied.

---

8- Requesting a Review or Appeal

If you are dissatisfied with the outcome, you may ask SCS to review the decision. You should normally submit your request within 14 calendar days of receiving the outcome. Please explain why you believe the outcome should be reconsidered and provide any new or relevant information you would like us to consider.

We will normally acknowledge an appeal within one working day. Wherever reasonably practicable, the review will be undertaken by a more senior manager or director who was not directly involved in the original investigation or decision.

The reviewer will consider whether the complaint was investigated fairly, whether the conclusions were reasonable in light of the available evidence, whether relevant information was overlooked, and whether the proposed outcome or remedy was appropriate. The reviewer may uphold the original decision, vary it, require further investigation or propose a different resolution.

We aim to provide the final review response within seven working days. If additional time is needed, we will explain why and provide a revised response date. The review response represents SCS final internal position.

---

9- External Complaints and Independent Advice

SCS is a member of the Recruitment & Employment Confederation (REC) and is subject to the REC Code of Professional Practice. A complainant may contact the REC at any stage, although the REC may ask whether SCS has first had an opportunity to consider the matter.

Information about making a complaint concerning an REC member is available on the REC website at www.rec.uk.com.

The Fair Work Agency (FWA) is responsible for enforcing a range of employment rights and employment agency legislation in the United Kingdom. If a complainant believes that their concern relates to a matter within the Fair Work Agency's remit, they may contact the Fair Work Agency directly for advice or to report concerns.

The existence of this procedure does not restrict any individual's right to contact the Fair Work Agency, the Recruitment & Employment Confederation (REC), an appropriate regulator, or to seek independent legal advice where they consider it appropriate to do so.

Nothing in this procedure prevents a complainant from seeking independent legal advice or contacting an appropriate regulator, statutory body, framework authority or other competent organisation where relevant.

---

10- Complaint Handling Standards

Throughout the process, SCS will:

·        Treat complainants with courtesy and respect.

·        Investigate complaints fairly and objectively.

·        Keep appropriate records and maintain an audit trail.

·        Keep the complainant informed and avoid unnecessary delay.

·        Maintain confidentiality as far as reasonably possible.

·        Seek a fair and proportionate resolution.

We ask complainants and representatives to communicate respectfully with our employees. Unreasonable or abusive behaviour will be managed proportionately and will not, by itself, prevent the substance of a complaint from being considered.

---

11- Confidentiality and Data Protection

Complaint information will be handled confidentially and in accordance with applicable data protection law and SCS policies. Information will be shared only with those who need it to receive, investigate, review, manage or learn from the complaint, or where disclosure is otherwise required or permitted by law.

We may be unable to disclose certain information about employees, candidates, clients or third parties. Where this limits what can be included in an outcome response, we will explain this where appropriate without breaching another person's rights or confidentiality.

Complaint records will be retained in line with SCS retention requirements.

---

12- Recording, Escalation and Oversight

All complaints will be recorded on the central complaints log and, where appropriate, against the relevant record within SCS systems. The record will include the date received, nature of the complaint, responsible manager, actions and updates, outcome, appeal status and any lessons or corrective actions.

A complaint may be escalated immediately where its seriousness, potential consequences, conflict of interest, legal or regulatory implications, safeguarding concerns, threatened legal action or media interest make senior oversight appropriate. Escalation will not remove the complainant's right to receive an outcome or request a review.

---

13- Learning and Continuous Improvement

Senior management will review complaint information periodically to identify recurring issues, trends and opportunities for improvement. Actions may include training, supervision, process changes, policy amendments, quality assurance activity or other corrective and preventive measures.

---

14- Availability and Awareness of This Procedure

This procedure will be made readily available:

·        On the SCS website through a clearly identifiable complaints page or link.

·        By email or post upon request.

·        In an alternative accessible format where reasonably required.

SCS will make clients and work-seekers aware of the procedure at an appropriate stage of the relationship. This will include signposting it during relevant registration, onboarding or engagement communications and within suitable client documentation or digital journeys. Employees who receive a concern or expression of dissatisfaction must also tell the complainant about this procedure and provide or direct them to a copy.

---

15- Responsibilities

·        All employees are responsible for recognising complaints, responding respectfully and referring them promptly.

·        Managers are responsible for ensuring complaints are investigated fairly, documented and progressed within the stated timescales.

·        The Technology & Governance Manager is responsible for maintaining the procedure, central oversight, monitoring and reporting.

·        The Executive Committee is responsible for reviewing themes, significant complaints and improvement actions.

---

16- Review and Variation

This procedure will be reviewed at least annually and may be updated sooner following audit findings, legal or regulatory change, complaint trends or operational learning. Any departure from the normal procedure must be justified, documented and must not materially disadvantage the complainant.

---

Document Approval