Complaints Policy

DATE OF POLICY: 07/2026

THIS POLICY WILL BE REVIEWED EVERY 12 MONTHS (AS A MINIMUM).

REVIEW DATE: 07/2027

COMPLAINTS POLICY

1. Introduction

HRR Recruitment Limited t/a Vida Education is committed to providing a professional, transparent and high-quality recruitment service. We are committed to ensuring that all complaints and concerns are handled fairly, consistently, promptly and confidentially.

We recognise that complaints provide an opportunity to improve our services, strengthen our procedures and maintain the confidence of our candidates, clients and employees.

This policy outlines the procedures followed when concerns or complaints are raised regarding our services, employees, candidates or clients and should be read alongside the Company’s Code of Conduct, Safeguarding Policy, Allegations and Misconduct Policy, Safer Recruitment Policy and Whistleblowing Policy.

2. Scope of the Policy

This policy applies to all employees of HRR Recruitment Limited t/a Vida Education, including Directors, employees, work placement students, volunteers and anyone registered with the Company as a candidate.

Any member of staff or candidate who wishes to raise a concern relating to their employment, working conditions or similar matters should do so through the Company’s Grievance Policy and, where appropriate, refer to the Whistleblowing Policy.

Any client, school, academy, trust or other organisation wishing to raise a complaint regarding the services provided by HRR Recruitment Limited t/a Vida Education, or the suitability, conduct or performance of a candidate supplied by the Company, should do so in accordance with this policy.

3. Safeguarding Concerns

Where a complaint or concern is raised that an adult may have harmed a child, may pose a risk of harm to children or may otherwise be unsuitable to work with children, the matter will be managed under the Company’s Allegations and Misconduct Policy.

This includes any individual who is alleged to have:

• Behaved in a way that has harmed a child or may have harmed a child;
• Possibly committed a criminal offence against or related to a child;
• Behaved towards a child or children in a way that indicates they may pose a risk of harm to children; or
• Behaved in a way that indicates they may not be suitable to work with children.

HRR Recruitment Limited t/a Vida Education will act in accordance with the current version of Keeping Children Safe in Education and Working Together to Safeguard Children and any relevant local safeguarding procedures.

Where appropriate, referrals will be made to the Local Authority Designated Officer (LADO), Disclosure and Barring Service (DBS), Police or any other relevant authority.

4. Complaints

The details of every complaint received against a candidate, employee, client or the Company will be recorded securely within the Company’s electronic management system. All complaints will be investigated as appropriate, and records will be retained in accordance with the Company’s Data Retention Policy.

All complaints will normally be acknowledged within two working days of receipt.

HRR Recruitment Limited t/a Vida Education aims to conclude investigations within twenty working days wherever reasonably practicable. Where a complaint is particularly complex or requires the involvement of external agencies, the complainant will be kept informed of progress and provided with an updated timescale.

When a complaint is received, the complainant will be advised of the Company’s complaints procedure and the process that will be followed.

Candidates

Complaints concerning candidates will be discussed with the candidate by their consultant or an appropriate member of management.

Where appropriate, management action may include guidance, additional supervision, further training, a formal warning or, where necessary, removal from the Company’s register of approved candidates.

Details of all discussions, investigations and outcomes will be recorded on the candidate’s electronic file.

Examples of complaints include:

• Failure to follow reasonable instructions.
• Persistent lateness.
• Failure to carry out agreed duties.
• Unsuitable appearance or conduct.
• Unsatisfactory performance.
• Professional conduct concerns raised by clients.

Clients

Consultants will encourage candidates to discuss any concerns regarding their placement openly.

Candidate comments will be treated confidentially unless permission is given to raise the matter with the client or where disclosure is required for safeguarding, legal or regulatory reasons.

Complaints which do not meet the threshold of a safeguarding allegation but involve professional conduct concerns regarding client staff will be referred to the appropriate senior manager within the client organisation and, where appropriate, the relevant governing body or Trust.

5. Internal Investigation Procedures

Where appropriate, HRR Recruitment Limited t/a Vida Education will undertake an internal investigation into the complaint.

Stage 1

The complaint should be communicated to HRR Recruitment Limited t/a Vida Education by telephone, in writing or by email, setting out the nature of the complaint and the circumstances surrounding it.

If the complainant is a client, they will be asked the following questions:

• Do you wish to terminate the engagement with the candidate?
• Do you wish to terminate the engagement immediately or wait until the investigation has been completed?
• Would you like a replacement candidate?

If the complainant is a candidate, they will be asked the following questions:

• Do you wish to terminate the engagement?
• Do you wish to terminate the engagement immediately or wait until the investigation has been completed?

A manager or Director must be informed immediately of any serious complaint or safeguarding concern involving a candidate, client or member of staff.

Stage 2

HRR Recruitment Limited t/a Vida Education will advise the complainant that an internal investigation will be undertaken and explain the process that will be followed.

A written statement will be requested from the complainant, together with any supporting evidence or documentation relating to the complaint.

Where the complaint relates to a candidate, the candidate’s compliance records, original clearance checks, references, previous placement history and any feedback received from clients will be reviewed to assist in assessing the nature of the complaint.

Stage 3

The subject of the complaint will be informed of the complaint and invited to provide their version of events. Confidentiality will be maintained throughout the investigation and information will only be shared on a need-to-know basis.

Where the subject of the complaint is a client, they may be asked to discuss the matter by telephone or in person.

Where the subject of the complaint is a candidate, they may be invited to attend a review meeting. During the meeting, the complaint will be discussed in detail to enable the Director to assess the circumstances and determine whether the candidate remains suitable to continue working through HRR Recruitment Limited t/a Vida Education.

If, during the investigation, it becomes apparent that the matter meets the threshold for a safeguarding allegation, the complaints procedure will cease and the matter will immediately be managed in accordance with the Company’s Allegations and Misconduct Policy.

Stage 4

HRR Recruitment Limited t/a Vida Education will inform the complainant of the outcome of the investigation and any action taken.

Where the complaint cannot be resolved internally, or the seriousness of the matter requires external involvement, the complainant will be advised of any further action being taken in accordance with legal or safeguarding requirements.

Where the matter is referred to an external authority, HRR Recruitment Limited t/a Vida Education will cooperate fully and will consider any recommendations or outcomes when determining whether the individual may continue working through HRR Recruitment Limited t/a Vida Education.

Stage 5

Where a candidate has an otherwise satisfactory record and the complaint relates to a genuine error in professional practice, HRR Recruitment Limited t/a Vida Education will review the Terms of Engagement with the candidate and require them to re-sign the Terms of Engagement where appropriate. Additional training or guidance may also be provided where necessary.

Where repeated complaints or concerns are received, whether from the same client or different clients, HRR Recruitment Limited t/a Vida Education may determine that the candidate is no longer suitable to remain on the Company’s register of approved candidates.

Any candidate returning to work following a review meeting will be appropriately monitored and all relevant discussions, actions and outcomes will be recorded on their electronic file.

Where a Director concludes that a candidate’s conduct amounts to professional incompetence, serious misconduct or behaviour that makes them unsuitable to continue working through HRR Recruitment Limited t/a Vida Education, the candidate will be removed from the Company’s register of approved candidates.

Where appropriate, the candidate and any relevant authorities, including the Disclosure and Barring Service (DBS), Teaching Regulation Agency (TRA) or any other relevant statutory body, will be informed in accordance with legal and safeguarding requirements. Affected clients will also be informed where appropriate.

Appeals

If the complainant remains dissatisfied with the outcome of the investigation, they may request a review by a Director within ten working days of receiving the outcome.

Where reasonably practicable, the review will be undertaken by a Director who has not previously been involved in the investigation.

The outcome of the review will be final and there will be no further internal right of appeal.

6. Complaints against HRR Recruitment Limited t/a Vida Education

HRR Recruitment Limited t/a Vida Education is committed to ensuring that all complaints concerning the Company are handled fairly, impartially and professionally.

If a complaint is made against HRR Recruitment Limited t/a Vida Education by either a candidate or a client, the matter will be referred to a Director who will determine the most appropriate course of action.

The complainant will be kept informed throughout the process, with updates provided verbally or in writing where appropriate. Support will be provided to all parties until the matter has been concluded.

7. Whistleblowing

This policy should be read alongside the Company’s Whistleblowing Policy.

HRR Recruitment Limited t/a Vida Education encourages a free and open culture in dealings between its managers, employees and all those with whom it conducts business. The Company recognises that effective and honest communication is essential if concerns about wrongdoing, malpractice or failures are to be addressed appropriately.

Employees, workers, candidates and other stakeholders who wish to report concerns regarding wrongdoing, malpractice, safeguarding, unlawful conduct or breaches of Company policies should do so in accordance with the Company’s Whistleblowing Policy.

Individuals raising genuine concerns in the public interest will not suffer any detriment as a result of making a protected disclosure.