Complaints and Concerns Policy

What this covers

This policy covers complaints about our service and concerns about conduct, safety, treatment or compliance. Serious concerns — exploitation, safety, discrimination, safeguarding — are handled through the routes described in the relevant policy, and are prioritised over ordinary service complaints.

How to raise something

You can use our confidential reporting form, email info@readystaff.co.uk, telephone 07774 002324, or write to Ready Staff, 214 1st & 2nd Floors, High Street, Hounslow, TW3 1HB.

Please include your name, how to contact you, what happened and what you would like us to do about it. The more specific you can be, the faster we can look into it properly. You may raise a concern anonymously, though it may limit our ability to investigate or to update you.

What happens next

• We acknowledge complaints promptly, assign an owner and give you a reference
• Immediate risk to a person is prioritised above all other considerations
• We investigate, which may include speaking to staff, clients or workers involved
• Supply to a client or site may be suspended while a serious concern is investigated
• We respond with our findings and what, if anything, we will do differently
• Corrective actions are recorded and tracked to completion
• If we need longer to investigate, we will tell you and keep you updated

Protection from retaliation

Nobody who raises a concern in good faith will be treated unfavourably for doing so. A worker will not have an assignment ended because they reported a safety, equality or exploitation concern. Retaliation is itself treated as a serious matter.

If you are still not satisfied

You can ask for the matter to be reviewed by a senior member of our team. Depending on the nature of the complaint, you may also be able to raise it with the Employment Agency Standards Inspectorate, the Health and Safety Executive, the Gangmasters and Labour Abuse Authority, the Equality Advisory and Support Service, or the Information Commissioner's Office if it concerns personal data.