In spite of our stringent quality procedures, occasionally difficult or sensitive issues arise. As we continually seek to improve our service, any comment you make is important to us.

If you feel you have a complaint, you should first of all approach your consultant who must inform the Branch Manager. S/he will supervise the investigation of the complaint. We aim to resolve issues within 48 hours wherever possible.

If the situation is not resolved by the consultant, a candidate’s complaint will be passed to the Quality Manager who will acknowledge the complaint in writing within 48 hours. The QM will follow up the complaint with the personnel involved and ensure a written response is sent to the candidate within 5 working days.

If the situation is not resolved by the consultant, a client’s complaint will be passed to the Operations Director who will acknowledge the complaint in writing within 48 hours. The OD will follow up the complaint with the personnel involved and ensure a written response is sent to the candidate within 5 working days.

are taken very seriously. When such an allegation is made, the Branch Manager immediately alerts senior managers by telephone. We will acknowledge your complaint within 48 hours and the temporary worker will be suspended (without pay) from any further bookings with Bay Resourcing Teaching Agency until the outcome of the investigation is known. If the allegation becomes a Child Protection Referral (CPR) we will liaise between the school and worker involved, and designated personnel from the Local Authority. Bay Resourcing Teaching Agency has a duty to report cases of serious misconduct relating to child protection to the Independent Safeguarding Authority in accordance with the ISA's specific referral guidance criteria and referral process. If the allegation is not a CPR, we will work with your school to investigate what happened. After a thorough risk assessment, we will decide whether to offer further work to that temporary worker. A standard letter is sent to your school confirming any action taken or confirming your agreement to keep the temporary worker in the booking, should you wish to do so.

are discussed with the temporary worker. If appropriate, we will advise the temporary worker of resources for training and the free company courses provided for professional development.

The number and regularity of these complaints are recorded for each worker on our database system and are monitored each week by the Quality Manager. If the worker has a number of complaints made against him/her, managers will decide whether to continue to offer work to that worker and inform him/her of the decision.

Bay Resourcing Teaching Agency is a member of the Recruitment and Employment Confederation (REC) and holds the Quality Mark through the DCSF for excellence in recruitment practice.

We are required by the REC Code of Practice to inform you that if you feel you have a genuine complaint against Bay Resourcing Teaching Agency, and our normal Complaints Procedure has not been effective in finding a satisfactory solution for you, you can take your case to the REC who will

investigate the problem on your behalf in an unbiased and fair manner. You can contact them at: The Quality Mark Team, REC, 15 Welbeck Street, London, W1G 9XT. T 020 7009 2100 E: info@rec.uk.com