Complaints Policy

This policy applies to all stakeholders involved in the operations of KPI:Recruitment, including:

• Employees, contractors, and medical professionals engaged by KPI:Recruitment.
• Healthcare trusts, hospitals, and other client organisations working with KPI:Recruitment.
• Patients and other individuals affected by the services provided by KPI:Recruitment.

• Complaint: An expression of dissatisfaction or concern related to the services provided by KPI:Recruitment, the conduct of our staff or medical professionals, or any other aspect of our operations.
• Complainant: The individual or entity raising a complaint.
• Respondent: The individual or entity against whom the complaint is raised.
• Resolution: The outcome or action taken to address the complaint satisfactorily.

Complaints can be raised through the following channels:

• Verbal complaints: Complainants may raise their concerns verbally to their designated point of contact within KPI:Recruitment.
• Written complaints: Complainants may submit written complaints via email or letter to the relevant department or manager within KPI:Recruitment.
• Third-party complaints: Complaints may be raised by third parties, such as patients or family members, directly with KPI:Recruitment.

Upon receipt of a complaint, KPI:Recruitment will follow the following process:

• Acknowledgement: We will acknowledge receipt of the complaint within 5 business days and provide the complainant with information on the expected timeline for resolution.
• Investigation: An impartial investigation will be conducted to gather relevant information and assess the validity of the complaint.
• Resolution: Based on the findings of the investigation, appropriate actions will be taken to address the complaint and prevent recurrence. This may include corrective measures, disciplinary action, or changes to our processes or procedures.
• Communication: We will communicate the outcome of the complaint to the complainant in a timely and transparent manner, providing explanations for the resolution reached.
• Feedback: We welcome feedback from complainants on the handling of their complaints and will use this feedback to continuously improve our processes and services.

If the complainant is not satisfied with the resolution provided, they may request escalation of the complaint to a higher level of management within KPI:Recruitment. Additionally, complaints may be escalated to relevant regulatory bodies or authorities if deemed necessary.

KPI:Recruitment is committed to maintaining the confidentiality of all parties involved in the complaint process. Information related to complaints will only be shared with individuals directly involved in the investigation and resolution of the complaint, unless otherwise required by law.

This policy will be reviewed periodically to ensure its effectiveness and compliance with relevant regulations. Complaints data will be monitored and analysed to identify trends and areas for improvement.

For any questions or concerns regarding this policy or to raise a complaint, please contact:

Office: 100 Avebury Blvd, Milton Keynes, MK9 1FH
Phone: 01908 915580
Email: info@kpirecruitment.co.uk

KPI:Recruitment is dedicated to fostering a culture of accountability, transparency, and continuous improvement. We encourage all stakeholders to raise any concerns or complaints they may have, as we are committed to addressing them promptly and effectively.