Introduction

Peace Staffing Services Ltd is committed to providing high-quality services to all clients, service users, and stakeholders. We recognise that occasionally individuals may wish to raise concerns or complaints. This Complaints Policy outlines how complaints can be made, how they will be handled, and the standards you can expect from us.

Section 1 – Policy Statement

We aim to:

• Handle complaints fairly, promptly, and transparently.

• Learn from complaints to improve our services.

• Ensure no person is treated differently or disadvantaged for making a complaint.

Section 2 – Scope

This policy applies to:

• Service users and their families

• Clients and partner organisations

• Staff, agency workers, and contractors

Section 3 – How to Make a Complaint

Complaints can be made:

• By email to info@peacestaffingservices.co.uk

• In writing to our office

• Verbally to a manager or supervisor (to be recorded in writing)

When submitting a complaint, please provide as much detail as possible, including dates, names, and relevant information.

Section 4 – Complaints Procedure

Step 1: Acknowledge – We will acknowledge receipt of your complaint within 5 working days.
Step 2: Investigate – A manager will investigate the complaint, which may involve contacting you for further information.
Step 3: Response – We aim to provide a written response within 20 working days.
Step 4: Escalation – If you are not satisfied, you may escalate the complaint to the Director or relevant regulatory body (e.g., CQC).

Section 5 – Confidentiality

All complaints will be handled confidentially and information will only be shared with those directly involved in investigating and resolving the matter.

Section 6 – Monitoring and Learning

Complaints will be logged and monitored regularly. Lessons learned will be used to improve our policies, training, and services.

Peace Staffing Services Ltd
For further enquiries regarding this policy, please contact us at:

• Email address: info@peacestaffingservices.co.uk

Version 1.0 – September 2025