COMPLAINTS POLICY AND PROCEDURE
Complaints Policy
Flexistaff Solutions Ltd is committed to providing a high-level service to our customers. If you do not receive satisfaction from us, we need you to tell us about it. This will help us to improve our standards.
Complaints Procedure
If you have a complaint, please contact the Section Manager by phone 01582 696959 in the first instance so that we can try to resolve your complaint informally.
At this stage, if you are not satisfied, please contact HR by writing to: FlexiStaff Solutions Ltd, HR Department, 57 High Street South, Dunstable, Bedfordshire, LU6 3SF
- 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 working days of us receiving your complaint.
- We will record your complaint in our central register within a day of having received it.
- We will acknowledge your reply to our acknowledgment letter and confirm what will happen next. You can expect to receive our acknowledgement letter within 5 working days of your reply.
- We will then start to investigate your complaint. This will normally involve the following steps;
- We may ask the member of staff who dealt with you to reply to your complaint within 5 days of our request;
- We will then examine the member of staff’s reply and the information you have provided for us. If necessary we may ask you to speak to them. This will take up to 5 days from receiving their reply.
- The Section Manager will then invite you to meet him/her to discuss and hopefully resolve your complaint. S/he will do this within 5 working days of the end of our investigation.
- Within 2 days of the meeting the Section Manager will write to you to confirm what took place and any solutions s/he has agreed with you.
If you do not want a meeting or it is not possible, the Section Manager will send you a detailed reply to your complaint. This will include his/her suggestions for resolving the matter. S/he will do this within 5 days of completing is/her investigation.
NOTE: In any event, we will comply with any statutory procedures that may relate to your complaint.
Paula Gaffey – Associate Director HR and Compliance