Complaints Handling Policy
Hoop Recruitment registered company number: 10316931
Hoop Nursing, trading name of Hoop Resourcing registered company number: 10457297
This policy is aligned with ACAS guidance and UK legislation, including April 2026 updates.
Introduction
At Hoop, we are committed to providing exceptional service to our candidates. It is ourresponsibility to respond to all enquiries, be it a complaint or a compliment in a timely fashion. We work tirelessly to ensure that the service provided to clients and candidates is exemplary. We do however acknowledge that problems do get raised. This policy applies to
all candidates undergoing supervision through Hoop and extends to any complaints or concerns they may have regarding their supervision experience.
If a client wishes to voice a concern about the performance of an agency worker, we have a very clear process that is followed. In the first instance however, they can speak to a team member Hoop. If a client/candidate has a level of concern which cannot be dealt with by the team, then they are welcome to follow the formal complaints procedure, outlined below:
• Formal written complaint sent to the Divisional Line manager.
• Complaint to be reviewed and acknowledged within 3 working days and internal complaint form to be completed by Hoop.
• Where possible, a solution will be agreed at this stage.
• If a solution cannot be agreed, it will be escalated to the senior leadership team.
• Where possible the complaint will be closed down in 14 days, this may be extended for a further 14 days with the agreement of the complainant.
• A resolution to be agreed.
• The client/candidate record will be updated with the nature of complaint and resolution.
• The completed complaint form will be stored in the complaint folder.
All complaints are kept for 3 years and the complaints folder is reviewed biannually to identify any patterns or recurrences and implement where necessary corrective actions.
Code of Conduct
Disciplinary Procedure:
The aim of this Disciplinary Procedure is to provide a framework within which managers can work with candidates to maintain satisfactory standards of conduct and to encourage improvement where necessary. It is our policy to ensure that any disciplinary matter is dealt with fairly and that steps are taken to establish the facts and to give candidates the opportunity to respond before taking any formal action. The procedure applies to all agency workers or self-employed contractors. This procedure is used to deal with misconduct. It does not apply to cases involving genuine sickness absence, or poor performance. In those cases, reference should be made to the appropriate policy or procedure. This procedure
does not form part of any candidate's contract for services, and it may be amended at any time. We may also vary this procedure, including any time limits, as appropriate in any case.
Candidate Guidance:
During the candidate’s temporary engagement with Hoop, there may be occasions whereby a situation takes place resulting in receipt of complaint or that professional conduct is brought into question. Regardless of circumstances, all candidates will be invited to attend an appraisal with the registered manager. During the appraisal, the candidate will be asked
a series of questions and be given the opportunity to provide an account of events from their perspective. Following this appraisal, the registered manager will review all associated documentation. It is only then can the registered manager make an informed decision as to whether Hoop can recommence seeking employment for the candidate.
Confidentiality:
Our aim is to deal with disciplinary matters sensitively and with respect for the privacy of all individuals involved. All candidates must treat as confidential any information communicated to them in connection with an investigation or disciplinary matter.
Investigations:
The purpose of an investigation is for us to establish a fair and balanced view of the facts relating to any disciplinary allegations against the candidate, before deciding whether to proceed with a disciplinary procedure. The amount of investigation required will depend on
the nature of the allegation(s) and will vary from case to case. It may involve interviewing and taking statements from you and any witnesses, and/or reviewing relevant documents. Investigative interviews are solely for the purpose of factfinding. You must cooperate fully and promptly in any investigation. This will include informing us of the names of any relevant witnesses, disclosing any relevant documents to us and attending investigative interviews if required.
Health & Safety:
At Hoop we are committed to ensuring the health, safety & welfare of our candidates, the service users/patients and the people using the services. Hoop work in partnership with the service user and obtain all required information prior to placing any candidate on site. Risks are identified and measures to minimise and prevent occurrence are reviewed prior to placement.
Service Providers:
As a temporary worker, Hoop will ensure you're informed about your obligations and equipped with all necessary safety details for your assignment. The onus of creating a secure work environment lies with our clients, so kindly adhere to their policies and protocols when commencing an assignment. If you have a medical condition impacting your safety at work, need reasonable accommodations, or encounter a workplace incident, please promptly notify your line manager and consultant.
Use of Equipment:
Any equipment must be fit for use, in a safe condition. In the instance, whereby a check is upcoming, candidates are encouraged to prompt a representative from the service to ensure the equipment is tested within the date. Should a candidate identify a piece of equipment that is not working or is overdue a safety check, the equipment is not to be used and must
be reported to a member of the management team immediately.
Dealing with Allegations of Abuse:
Abuse can occur in various forms:
Physical Financial or material Psychological or sexual Neglect Discriminatory abuse or self-harm Inhuman or degrading treatment, through deliberate intent Negligence or ignorance. Sexual harassment by clients or third parties is not tolerated.
Report such incidents immediately to Hoop and we will work with the client to address the issue and ensure your safety.
Training and Review
We are committed to continuously improving our complaints handling procedures and ensuring that staff are adequately trained to handle complaints effectively. Regular reviews of this policy will be conducted to identify any areas for improvement.
Conclusion
Hoop is dedicated to providing a positive and supportive supervision experience for all candidates. We encourage candidates to communicate any concerns or complaints they may have, and we are committed to addressing them promptly and fairly in accordance with this policy. This policy will be communicated to all candidates and staff members involved in the supervision process, and it will be made readily available during the on-boarding process and in other relevant documentation.
