How to raise a complaint with Adesto, and how we will handle it.

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1. Our commitment

Adesto Recruitment Limited is committed to providing a high standard of service to both our client organisations and our locum workers. If you are unhappy with any aspect of our service, or with the conduct of one of our workers or clients, we want to hear about it so that we can put things right and improve what we do.

2. Who can complain

Anyone who deals with us can use this procedure, including:

• client organisations and their staff;
• locum workers, candidates and work-seekers;
• service users or members of the public who have concerns about a placement arranged by us; and
• agencies or other third parties we work with.

3. How to make a complaint

You can raise a complaint in any of the following ways:

• By email: [email protected]
• By telephone: [Telephone — to be confirmed]
• In writing: Adesto Recruitment Limited, [Registered office address — to be confirmed]
• Through the platform: contact your recruitment consultant or compliance officer directly if you already have a named contact.

Please include your name, contact details, a clear description of the issue, any relevant dates or reference numbers, and what you would like us to do to resolve it. If you are complaining on behalf of someone else, please confirm you have their authority to do so.

4. What happens next

1. Acknowledgment: We will acknowledge your complaint within 2 working days and let you know who is handling it.
2. Investigation: We will investigate fully and fairly, gathering the relevant records (for example shift, timesheet, compliance and communication records on our platform).
3. Response: We will provide a full written response within 10 working days of receiving the complaint. If we need longer, we will tell you why and give you a realistic date for our response.
4. Resolution: Where a complaint is upheld, we will set out the action we will take to put things right, including any apology, fee adjustment, retraining, or change to our processes.

5. Escalation

If you are not satisfied with our response, you can ask for it to be reviewed by a senior member of our team (a director or senior manager), who will respond within a further 10 working days.

You may also escalate a complaint to an external body where relevant:

• Data protection: the Information Commissioner's Office — ico.org.uk, 0303 123 1113.
• Recruitment standards: the Recruitment & Employment Confederation (REC), if you believe our conduct falls below the REC Code of Professional Practice.
• Care quality and safeguarding: the Care Quality Commission (CQC) where the complaint concerns the quality or safety of care — cqc.org.uk.
• Employment rights: ACAS or an employment tribunal, for complaints about employment rights of workers.

6. Confidentiality and feedback

All complaints are treated in confidence and investigated fairly and without prejudice. We keep a record of every complaint and the action taken, which we review regularly to improve our service. Complaining will not affect your current or future relationship with us.

7. Contact

If you have any questions about this procedure, contact us at [email protected] or [Telephone — to be confirmed].

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