Policies & Procedures

Customer Complaints Policy

Medicare First Limited operates in accordance with and adherence to the Recruitment & Employment Confederation’s Code of Professional Practice. The REC Code of Professional Practice ensures that all members of the REC conduct their business ethically and to the highest standards. Medicare First Limited is committed to establishing and maintaining the highest standard of internal and external complaints and dispute resolution procedures.

Making a Complaint

All internal and external complaints are to be referred to the Operations Manager. Complaints must be made in writing and directed to:

The Operations Manager
Medicare First Limited
65 Gresham Street
London
EC2V 7NQ

When making a complaint, please can you remember to articulate the type of complaint, remembering to include the date. A complaint must be made within 6 months of the incident complained about taking place.

Investigating a Complaint

The Operations Manager will make all reasonable and necessary efforts to resolve the complaint. A complaint will not be investigated solely by the Operations Manager, if the Operations Manager is involved in the subject matter of the complaint. If this is the case the complaint will be investigated by all nominated Complaints Contact Persons.

The Operations Manager must have the complainant’s written authority to access any and all documents and records of information (including computer systems) as may be necessary to properly investigate the complaint. Medicare First Limited will keep such data concerning the complaint in such form as the Operations Manager thinks fit which will enable analysis according to

  • a) type of complainant;
  • b) subject of complaint;
  • c) outcome of complaint;
  • d) timeliness of response.

Subject to legal constraints including constraints as to defamation and confidentiality, Medicare First will make available data collected in respect of complaints to the REC.

Written Response to Complaints

The Operations Manager will give a written response to a complaint and will issue reasons for reaching a particular decision on the complaint that adequately addressed the issues that were raised in the complaint. Where practicable the Operations Manager will refer to applicable provisions in legislation, codes, standards or procedures.

Timeliness

Complaints will be responded to in writing within 20 working days, from the date the complaint was received, unless the complaint is otherwise resolved in the meantime. If the Operations Manager cannot respond to the complaint within 20 days, the Operations Manager must inform the complainant of the reasons for delay.

Medicare First will have substantially responded to the complaint if the Operations Manager has:

  • a) accepted the complaint and, if appropriate, offers redress; or
  • b) offers redress without accepting the complaint; or
  • c) rejects the complaint.

Resolution

Where the Operations Manager accepts the complaint and is of the view that it is appropriate to offer redress, that redress may be non-financial as well as, or instead of, financial. If the Operations Manager considers a financial remedy is appropriate, compensation will be given to the complainant for any direct cost or damage caused by the Company’s breach of the REC’s Code of Professional Practice and other relevant codes of conduct, concepts of fairness and relevant industry best practice.

If the Operations Manager cannot resolve the complaint, then you can escalate the complaint to the Managing Director of Medicare First. If you are still are unsatisfied by the outcome, the complainant is to be referred to the REC and advised of the REC’s complaints procedure:

Complaint to be made in writing to:

Complaints Officer
Recruitment & Employment Confederation Ltd

15 Welbeck Street
London, W1G 9XT

The Operations Manager will await advice from the REC’s Complaints Officer who will act in accordance with the REC’s Complaints and Disciplinary Procedures.