Complaints Policy
1. Introduction
Nexus24 Healthcare (Vantage Staffing Solutions Ltd) is committed to delivering a high-quality, responsive, and transparent service to all clients, candidates, and stakeholders.
We recognise that complaints provide valuable feedback and an opportunity to improve our services.
This policy outlines the process for raising, managing, and resolving complaints in a fair, consistent, and timely manner.
2. Scope
This policy applies to all complaints received from clients, candidates, workers, or third parties in relation to services provided by Nexus24 Healthcare.
It covers both informal concerns and formal complaints.
3. Definition of a Complaint
A complaint is defined as any expression of dissatisfaction, whether oral or written, regarding the service provided by Nexus24 Healthcare, its staff, or representatives.
4. Principles
We will handle complaints in a manner that is:
- Fair and impartial
- Confidential where appropriate
- Timely and efficient
- Focused on resolution and learning
5. How to Make a Complaint
Complaints can be made via email to info@nexus24healthcare.co.uk.
Complaints should include details of the issue, relevant dates, and any supporting information.
6. Complaints Process
Stage 1 – Acknowledgement:
All complaints will be acknowledged within 2 working days.
Stage 2 – Investigation:
A thorough investigation will be conducted, including reviewing records and speaking to relevant parties.
Stage 3 – Response:
A written response will be provided within 10 working days.
Where additional time is required, the complainant will be informed.
7. Escalation
If the complainant is not satisfied with the outcome, the complaint may be escalated to senior management.
Where applicable, complaints may be referred to external bodies such as the Care Quality Commission (CQC) or relevant ombudsman services.
8. Recording and Documentation
All complaints are logged in a central complaints register.
Records include details of the complaint, investigation findings, actions taken, and outcomes.
Data is handled in accordance with UK GDPR.
9. Learning and Improvement
Complaints are reviewed to identify trends and areas for improvement.
Corrective actions are implemented to prevent recurrence.
Lessons learned are shared across the organisation.
10. Responsibilities
The Director has overall responsibility for complaints handling.
Managers are responsible for investigating complaints.
All staff must cooperate with investigations.
11. Confidentiality
All complaints are handled confidentially.
Information is only shared where necessary for investigation.
12. Monitoring and Review
This policy is reviewed annually.
Performance is monitored through complaint outcomes and feedback.
13. Contact
For further information or to raise a complaint:
Email: info@nexus24healthcare.co.uk