NA110-Handling Complaints Against Agency Staff Policy

Registration Number: {{org_field_registration_no}}

Handling Complaints Against Agency Staff Policy

1. Purpose

The purpose of this policy is to outline a clear, fair, and transparent procedure for handling complaints made against agency staff supplied by {{org_field_name}}. As a provider of temporary healthcare staff, including registered nurses, healthcare assistants, and other care workers, {{org_field_name}} recognises its responsibility to ensure that complaints are taken seriously, investigated thoroughly, and resolved efficiently. Complaints may arise from service users, their families, client organisations, other professionals, or members of the public and may relate to conduct, competence, professionalism, or quality of care. This policy ensures that complaints are managed in a way that promotes learning, continuous improvement, and protects the safety, dignity, and rights of service users. This policy complies with the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, the Care Quality Commission (CQC) Fundamental Standards, the Equality Act 2010, and the Duty of Candour.

2. Scope

This policy applies to: All registered nurses, healthcare assistants, and temporary workers supplied by {{org_field_name}}. All directors, administrative, and compliance staff involved in complaint handling. Complaints arising in all placements arranged by {{org_field_name}} including care homes, nursing homes, and other healthcare settings. Complaints received verbally, in writing, electronically, or anonymously.

3. Related Policies

Complaints Policy – Code of Conduct – Safeguarding Adults Policy – Supervision, Appraisal, and Reflective Practice Policy – Incident Reporting and Investigation Policy – Whistleblowing Policy – Disciplinary Policy – Equality, Diversity, and Inclusion Policy

4. Policy Statement

{{org_field_name}} is committed to providing a responsive, fair, and effective complaints handling process to ensure: All complaints are treated seriously and handled promptly. Complainants are treated with dignity, respect, and without discrimination. Staff subject to complaints are treated fairly, and confidentiality is maintained. Complaints are used to improve services, promote learning, and ensure safe, high-quality care. Investigations are thorough, evidence-based, and transparent.

5. Responsibilities

Directors In the absence of a registered manager, the directors of {{org_field_name}} will: Take overall responsibility for complaint management and resolution. Ensure this policy is implemented and accessible to all stakeholders. Lead investigations into complaints against agency staff. Liaise with clients, complainants, and regulatory bodies when necessary. Ensure that appropriate action is taken following the outcome of a complaint, including training, supervision, disciplinary action, or referral to professional bodies.

Agency Workers All agency workers must: Act professionally and courteously at all times to minimise the risk of complaints. Co-operate fully and openly with any complaint investigation. Follow the Code of Conduct and other policies to uphold high standards of care and professionalism. Reflect on feedback and implement learning.

6. Definition of a Complaint

A complaint is an expression of dissatisfaction about the actions, conduct, attitude, or performance of a member of {{org_field_name}} staff. Complaints may relate to: Conduct (e.g., rudeness, disrespect, boundary violations). Professional competence (e.g., unsafe practice, failure to follow care plans). Breaches of confidentiality. Safeguarding concerns. Non-compliance with policies or client procedures.

7. Receiving Complaints

Complaints may be received: Verbally, in person, or by telephone. In writing, by letter, email, or online. Through client organisations’ complaint systems. Directly from service users, families, other staff, or members of the public. Anonymous complaints will be accepted and investigated as far as possible. All complaints must be recorded using {{org_field_name}}’s complaint recording system.

8. Initial Response

Upon receipt of a complaint, the directors will: Acknowledge the complaint within two working days. Record the complaint in the Complaints Log. Contact the complainant to clarify concerns and desired outcomes, where appropriate. Advise the complainant of the investigation process and expected timescales. Notify the client organisation if the complaint relates to a placement.

9. Investigation Process

All complaints will be investigated thoroughly, fairly, and without delay. The directors will: Allocate an investigator, who will be independent from the staff member concerned wherever possible. Review records, statements, and relevant documentation. Interview the complainant, witnesses, and the staff member involved, where appropriate. Maintain confidentiality for all parties throughout the process. Ensure that staff subject to complaints are given the opportunity to respond fully.

10. Safeguarding and Serious Concerns

If the complaint relates to a safeguarding concern: The Safeguarding Adults Policy will be followed. The local authority safeguarding team and the CQC will be informed as required. Immediate protective actions will be taken if service users are at risk.

11. Timescales

{{org_field_name}} will aim to: Complete the investigation within 28 calendar days of receipt of the complaint. Provide progress updates to the complainant if the investigation takes longer than anticipated. Communicate the outcome to the complainant and the staff member involved, including any actions taken.

12. Outcomes

The outcome of the investigation may result in: No further action if the complaint is unfounded. Informal resolution through feedback, training, or support. Formal action including additional supervision, written warnings, or retraining. Referral to the agency’s disciplinary process. Referral to external bodies such as the NMC, DBS, safeguarding board, or police if required. The directors will record all outcomes and actions taken.

13. Communication of Outcome

The complainant will be informed of: The investigation outcome, while respecting confidentiality. Any relevant actions taken to resolve the issue and prevent recurrence. The right to escalate the complaint if dissatisfied with the outcome. Staff subject to a complaint will be informed of the outcome and any required actions.

14. Appeals

Complainants or staff may appeal the outcome by writing to the directors within 14 calendar days. The appeal will be reviewed by another director or a suitable independent person. The outcome of the appeal will be final.

15. Record Keeping

{{org_field_name}} will: Maintain accurate and confidential records of all complaints, investigations, and outcomes. Retain complaint records securely for at least six years. Share records with regulatory bodies when required.

16. Learning and Improvement

{{org_field_name}} will: Analyse complaint trends to identify learning and areas for improvement. Use findings to update training, policies, and procedures. Share learning with staff to prevent recurrence of issues.

17. Confidentiality

Complaints will be handled confidentially at all stages. Information will only be shared on a need-to-know basis. All parties involved will be treated with dignity and respect throughout the process.

18. Staff Support

{{org_field_name}} recognises that being subject to a complaint can be stressful. The directors will: Provide staff with appropriate support throughout the process. Offer supervision and reflective practice sessions to address concerns and learning needs.

19. Equality and Diversity

{{org_field_name}} will: Ensure that complaints are handled fairly and without discrimination. Make reasonable adjustments to enable all parties to participate fully in the complaints process.

20. Monitoring

The directors will: Monitor the number, type, and outcome of complaints. Report complaint trends to the board or responsible person. Include complaint data in the organisation’s quality assurance processes.

21. Policy Review

This policy will be reviewed annually or earlier if: Changes in legislation or regulatory guidance occur.

Responsible Person: {{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}}
Reviewed on: {{last_update_date}}
Next Review Date: {{next_review_date}}
Copyright © {{current_year}} – {{org_field_name}}. All rights reserved.