Complaints Handling Policy

We take all complaints very seriously and try to ensure all our clients, colleagues and candidates are pleased with their experience of our service. However, if a complaint is made then this Complaints Policy should ensure that it is handled as efficiently and effectively as possible. 

It is our responsibility to ensure:

• We provide access to the complaints handling procedure.
• We provide an efficient, fair and clear process for handling complaints.
• To ensure communication is prioritised until a resolution is agreed upon. 
• To hold regular reviews of complaints to ensure continuous improvement in the standard of our service.

How to make a complaint:

• By calling the relevant branch number (details found at www.saferhandcare.co.uk)
• In writing to the relevant branch address (details found at www.saferhandcare.co.uk)
• By emailing us on admin@saferhandcare.co.uk
• In person by speaking with any member of staff

Handling your complaint:

• All complaints will be acknowledged either verbally or in writing within 2 business days.
• We will attempt to resolve all complaints as quickly as possible.
• We will keep all parties informed of the progress, any proposed actions and a timeframe for resolution of the complaint.
• We will advise all parties as to the outcome of the complaint.
• Where possible, the complaint will be dealt with immediately by the relevant person.
• If necessary, the complaint will be escalated to the relevant Manager or Director.
• If a complaint is made against a specific individual (internal or external staff) then they will be notified and given the opportunity to respond.