Pink Tile Education
Complaints Procedure Policy
- Purpose
Pink Tile Education is committed to delivering a high-quality, professional and ethical recruitment service to schools, candidates and staff.
We take complaints seriously and view them as an opportunity to:
- Resolve concerns fairly and promptly
- Improve our service
- Maintain trust with clients and candidates
- Uphold our safeguarding responsibilities
- Comply with the standards of the Recruitment & Employment Confederation (REC)
This policy sets out how complaints will be handled.
- Scope
This procedure applies to complaints made by:
- Schools, academies, trusts and alternative provisions
- Candidates and agency workers
- Employees of Pink Tile Education
- Members of the public
Safeguarding concerns are handled in accordance with our Safeguarding Policy but may also fall within this complaints framework.
- What Is a Complaint?
A complaint is any expression of dissatisfaction about:
- The conduct of a member of staff
- The suitability or behaviour of a candidate
- The service provided by Pink Tile Education
- Compliance or safeguarding processes
- Pay, invoicing or contractual matters
- Discrimination or unfair treatment
Complaints may be made verbally or in writing.
- How to Make a Complaint
Complaints can be submitted:
- By email
- In writing
- By telephone
- In person
Complaints should be directed to:
Oliver Green – Managing Director
Pink Tile Education
[Oli@pinktile.co.uk]
01273 257256
Where the complaint concerns the Managing Director, it should be directed to the Compliance Manager.
Sarah Watts – Compliance Manager
sarah@pinktile.co.uk
01273 090474
- Our Commitment
Pink Tile Education will:
- Treat all complaints seriously
- Act impartially and fairly
- Maintain confidentiality where appropriate
- Keep clear written records
- Respond within defined timeframes
- Ensure no complainant is disadvantaged for raising concerns
We operate a zero-retaliation approach to complaints and whistleblowing.
- Complaint Handling Procedure
Stage 1 – Acknowledgement
- Complaints will be acknowledged within 2 working days.
- The complainant will be informed who is handling the matter.
Stage 2 – Investigation
An impartial investigation will be conducted, which may include:
- Reviewing documentation
- Speaking to relevant staff
- Contacting candidates or clients
- Reviewing compliance records
- Assessing safeguarding implications
Where safeguarding is involved, the Designated Safeguarding Lead will be consulted immediately.
Stage 3 – Outcome
A written response will be provided within 10 working days, outlining:
- Findings
- Any action taken
- Any remedial measures
- Whether the complaint is upheld, partially upheld, or not upheld
If more time is required due to complexity, the complainant will be informed.
- Escalation
If the complainant is dissatisfied with the outcome, they may request a review within 5 working days.
The review will be conducted by:
- A senior member of staff not previously involved; or
- An external advisor, where appropriate.
A final written decision will be issued within 10 working days of the review request.
- External Escalation
If the complaint relates to:
- A breach of professional standards – it may be referred to the Recruitment & Employment Confederation (REC).
- Data protection – it may be referred to the Information Commissioner’s Office (ICO).
- Safeguarding concerns – it may be referred to the Local Authority Designated Officer (LADO).
Pink Tile Education will cooperate fully with any external investigation.
- Record Keeping
All complaints will be:
- Logged in the Complaints Register
- Assigned a reference number
- Stored securely in line with our Record Keeping & Data Retention Policy
Complaint records will be retained for:
- A minimum of one year after the complaint is resolved; and
- Longer where required by legal, insurance or safeguarding obligations.
- Safeguarding Complaints
Where a complaint involves safeguarding:
- Immediate action will be taken to ensure the safety of children and vulnerable individuals
- The relevant school or setting will be informed where appropriate
- The matter may be referred to the LADO or statutory authorities
Safeguarding always takes precedence over commercial considerations.
- Continuous Improvement
Pink Tile Education reviews complaint trends to:
- Identify patterns
- Improve training
- Strengthen compliance processes
- Enhance service delivery
Serious complaints may result in:
- Staff retraining
- Disciplinary action
- Policy updates
- Review of Policy
This policy is reviewed annually or earlier if legislation, REC guidance or safeguarding requirements change.
