1. How to complain
Email info@motionworkforcesolutions.com with the subject “Complaint”. Include your name and contact details, the relevant client, assignment or service, what happened, key dates, any supporting documents and the outcome you are seeking. If email is not suitable, write to the registered office marked for the attention of the Complaints Officer.
2. Immediate concerns
If a concern involves immediate danger, suspected crime, safeguarding risk, modern slavery or serious unlawful conduct, contact the appropriate emergency service or authority first. Please also tell us when safe to do so.
3. Acknowledgement and assessment
We aim to acknowledge a complaint within two business days. A person with suitable independence will assess the issues, identify any immediate action and confirm whether further information is required. Complex or sensitive matters may be handled by a director or external adviser.
4. Investigation
- review relevant correspondence, records, terms and process requirements
- speak to the complainant and relevant personnel where appropriate
- consider confidentiality, data protection and the rights of other people
- keep a record of evidence, findings and actions
- provide progress updates if the investigation cannot be completed promptly
5. Response
We aim to provide a substantive written response within ten business days. If more time is needed, we will explain why and provide a revised date. The response will summarise the issues considered, findings, any remedy or corrective action and the route for review.
6. Review
A complainant who remains dissatisfied may request a review within ten business days of the response, explaining the points that remain unresolved. A director or another person not materially involved in the original decision will review the matter. We aim to provide a final response within a further ten business days.
7. External routes
This procedure does not limit legal or regulatory rights. Depending on the issue, a person may be able to contact the Fair Work Agency, Acas, HMRC, the Information Commissioner’s Office, the Equality Advisory and Support Service, the police, a sector regulator or a court or tribunal. Time limits may apply, and independent advice should be obtained where needed.
8. Fair treatment and records
No person will be disadvantaged for raising a genuine concern in good faith. Deliberately false or abusive complaints may be managed separately. Complaint records are restricted to those who need them and retained in accordance with the data retention schedule.