Complaints Policy
Complaints Procedure
If a complaint is raised, there is a dedicated email that is available for complaints to be made through, this
mailbox is constantly managed by our team.
Complaints Team Contact
Contact Details Blackstone Recruitment Blackstone Care
Email: complaints@blackstone-recruitment.co.uk complaints@blackstone-care.co.uk
Phone: 0203 146 2969 0331 630 2011
Complaints Policy
Blackstone acknowledges the right and encourages every client and candidate to express their views of the
quality and standard of service they receive, whether they are expressed as a complaint, praise, or suggestions,
we view these opinions as helpful ways of improving the standard and quality of service provided to the client
and candidate.
Blackstone has a Complaints Policy, a Safeguarding of Vulnerable Adults Policy and a Protection
of Children Policy which is accessible to anyone who requests to view it. Clients and candidates/care workers
are made aware of our complaint’s procedure before the commencement of service. The complaints policy
can be provided in different formats if required i.e. larger font, braille, and in different languages.
All complaints received either verbally or in writing are entered into the complaints register which details:
a. Date of the complaint.
b. Name and address of the customer/service user.
c. The nature of the complaint.
d. Name of staff concerned.
The complaint will be recorded, and a holding letter/email will be sent to the complainant within 2 days,
detailing the details of their complaint.
The Customer or Candidate Complaint will be reviewed and investigated independently by the trained
complaints team. The team reviews the customer or candidate complaint and consults with all parties involved
including the Internal Systems Manager where necessary if interim measures are required. Interim measures
can include suspension or withdrawal of professionals working on assignments for Blackstone until the
complaint has been resolved.
The Compliance Manager is responsible for coordinating file checks and documentation for investigations.
Other employees may be asked to undertake investigations or take up the complaint with relevant
parties as appropriate. The results of investigations will be recorded on the Customer Complaints Form.
Within 14 days of receiving the complaint, the team will decide upon appropriate actions and compile a
response to be sent to the complainant within fourteen days of the complaint being received.
The complaint will be reviewed, and appropriate corrective action taken in line with Client and Candidate
Complaints/Corrective and Preventative Action. All complaints must be resolved to a satisfactory conclusion
and the complainant informed within 28 days of the complaint being received.
Within the Care Sector, the Customer Complaint Form and supporting paperwork relating to the complaint will
be retained in a single file under the complainant's name. Files will be retained for 40 years. Where appropriate
the Branch Manager will provide a summary of complaints to the CQC if requested.
For Modern Slavery complaints please notify us urgently and we will act with immediate effect.
At this stage, if you are still not satisfied with the outcome of your complaint and escalation you can write to
the following:
Blackstone Recruitment: REC, our trade association of which we are a member marked for the attention of
the Consultancy and Compliance Team, REC, Dorset House, 1st Floor, 27 – 45 Stamford Street, London, SE1
9NT.
Blackstone Care: CQC, our independent regulator of health and social care in England, CQC, Citygate,
Gallowgate, Newcastle upon Tyne, NE1 4PA.
Tel: 03000 616161 / Email: enquiries@cqc.org.uk
Complaints dealing with suspicion or evidence of physical, financial, or material, psychological, or sexual abuse
will follow the Safeguarding Adults and Children policy and will involve all necessary authorities.
All necessary precautions that can be made will be made when concerns of abuse are raised. Individual
members of staff, if a complaint is about them, may be suspended from working duties until the investigation
is complete. Offending service users, who may be highlighted in a complaint, could be temporarily reassigned
whilst investigations are performed. Should this situation arise, all necessary concerned persons would be
informed and involved in a multi-disciplinary decision-making process.
Any counselling or support deemed necessary, either during the investigations or following these, irrespective
of whom they are for or the outcome of the alleged complaint, will be sought through the appropriate
professional bodies, providing it does not impinge on the process of the investigation itself. Blackstone
recognises that in such circumstances it is not only the victim that may require support, but also other service
users, friends, family and staff and it will do all within its power to ensure these people are directed to the
appropriate source of support.
The CQC will always be informed of any serious complaints and be kept informed of their progress. Resolved
complaints will be available for inspections on request.If a complaint is upheld following the investigation, appropriate corrective action will be taken by the team
and senior management in line with a Client and Candidate Complaints/Corrective and Preventative Action
Plan. The Compliance Team will also review the complaint and take appropriate corrective action to ensure
that similar issues do not arise in the future. If necessary, staff members may be retrained, or disciplinary
action may be taken. The outcome of the investigation and any resulting actions will be recorded on the
Customer Complaints Form.
If we must change any of the time scales above, we will let you know and explain why.
NOTE: In any event, we will comply with any statutory procedures that may relate to your complaint.