CLS aims to provide a high-quality service, but recognises that sometimes things go wrong. This policy explains how anyone can raise a complaint about the Company’s service, and how the Company will handle it — fairly, promptly, and as an opportunity to put things right and improve.
Read the policyThis policy is open to anyone who wishes to complain about the service provided by CLS — including clients, candidates, temporary and permanent workers, and members of the public. A complaint may concern the quality or conduct of the Company’s service, the way someone has been treated by the Company, a placement, or any other aspect of how CLS has acted.
Two things this policy does not cover
A worker’s complaint about their own employment or treatment as a worker (for example pay, conduct, or working conditions) is dealt with under the Grievance Procedure in the Employee Handbook or the Worker Conduct Standards (sections 12 and 16), not this policy. And a safeguarding concern is dealt with under the Safeguarding Policy and must be raised straight away through that route, not held up as a service complaint.
The Company treats every complaint seriously and handles it fairly, confidentially so far as possible, and without any disadvantage to the person raising it. Many concerns can be resolved quickly and informally simply by raising them with your usual CLS contact, and we would always encourage that as a first step. Where that does not resolve matters, or where you would prefer to make a formal complaint, the procedure below applies.
You can make a formal complaint by contacting the Company, ideally in writing so we have a clear record, including:
Complaints should be sent to compliance@cls.ltd or by post to the registered office, marked for the attention of Stewart Olsen, Managing Director, or raised by telephone on 01302 244 486. General complaints are overseen by the Managing Director (or, where the complaint concerns the Managing Director, by another Director). Healthcare specific complaints are overseen by Vanessa Ogden. Construction, Civil Engineering & Industrial complaints are overseen by Joshua Clamp.
Throughout the complaints process, we will be honest with you, explain our findings, and — where we have got something wrong — say so, put it right where we can, and take steps to stop it happening again. Where a complaint is upheld in whole or in part, we will tell you what we are doing as a result.
If, after the review, you remain dissatisfied, you may be able to take the matter further depending on its nature. For example, certain matters about the conduct of an employment business can be raised with the Employment Agency Standards (EAS) Inspectorate; concerns about a regulated care service rest with the Care Quality Commission (CQC); and data protection concerns can be raised with the Information Commissioner’s Office (ICO). We will, where we can, point you towards the appropriate route. Nothing in this policy affects any legal rights you may have.
The Company keeps a record of complaints and their outcomes, handled in line with the CLS Privacy and Data Protection Notice and retained per the Data Retention Schedule. Complaints are reviewed not just individually but as a whole, so that patterns are spotted and the service improved — this links directly to the CLS Quality Policy.
