Feedback and resolution
Complaints Procedure
How to raise a concern about our staffing service, communication or the conduct of someone representing We Care Recruitment Agency.
Complaints are treated seriously, respectfully and as confidentially as the circumstances allow. Raising a genuine concern should not lead to unfair treatment.
What this procedure covers
Our service
Communication, administration, staffing enquiries, registration or the way a matter has been handled.
Worker conduct
A concern about the professional behaviour of a person supplied or introduced by us.
Information and privacy
A concern about how information has been requested, used, shared or protected.
Fair treatment
A concern about discrimination, disrespectful conduct or another failure to meet expected standards.
Before using this procedure
If someone is in immediate danger, call 999. A safeguarding concern should also be reported through the provider’s safeguarding route without delay. This complaints procedure must not be used to delay emergency or safeguarding action.
How to make a complaint
Use our Contact page and clearly mark your message as a complaint. Please include:
- your name and preferred contact details;
- the organisation or assignment involved, where relevant;
- a clear description of what happened and when;
- any steps already taken; and
- what you would like us to consider or resolve.
Please do not put confidential information about a person receiving care into the website form. We will explain a safer way to provide any necessary details.
What happens next
- We record and acknowledge the complaint. We will confirm that it has been received as soon as reasonably practicable.
- We review the information. An appropriate person will consider the concern, seek relevant information and identify any immediate risk.
- We keep you informed. If further time or information is needed, we will explain the next step.
- We respond. We will set out the outcome we can share, any action taken or proposed, and how to ask for a review if you remain dissatisfied.
Fairness and confidentiality
Anyone whose conduct is questioned should have a fair opportunity to respond. Information will be limited to those who need it to consider the complaint, protect people, comply with the law or take appropriate action.
Further action
If you remain dissatisfied, you may ask for the decision to be reviewed by someone not responsible for the original response where reasonably possible. This procedure does not remove anyone’s right to contact a care provider, local authority, police, regulator, employment body or other appropriate organisation.