Complaints Procedure
Sarflix Care Recruitment Ltd
| Version | 1.0 |
| Effective date | 24 September 2026 |
| Next review due | 24 December 2026 (reviewed every three months) |
| Owner | Felix Ugbesia, Director and Data Protection Lead |
| Stage 2 reviewer | Ngozi Sarah Ugbesia, Director |
| Legal basis for the data protection part | Section 164A of the Data Protection Act 2018, inserted by section 103 of the Data (Use and Access) Act 2025, in force from 19 June 2026 |
1. Our promise
If something has gone wrong, we want to know. Anyone can complain to us: care workers and candidates, clients, people who use the services we staff, their families, website visitors and members of the public. Complaining will never count against you, and no worker will be treated less favourably for making a complaint in good faith.
This procedure covers two kinds of complaint:
- Service complaints: about our staff, the workers we supply, how we recruited or treated you, pay, communication or anything else we do.
- Data protection complaints: where you think we have not followed UK data protection law in how we handle your personal data. For example, how we collected, used, shared, stored or secured it, or how we dealt with a request to see or delete it.
If you are not sure which type your complaint is, that is fine. Tell us what happened and we will handle it correctly.
Safeguarding comes first. If your concern is that someone is being harmed or is at risk of harm, do not wait for this procedure. Call 999 in an emergency, then follow our Safeguarding Policy or call us on +44 7760 892378 straight away.
2. How to complain
You can complain in any way that suits you:
| Method | Details |
|---|---|
| Online form | The complaint form on our website, sarflixrecruitment.co.uk |
| hello@sarflixrecruitment.co.uk | |
| Phone | +44 7760 892378 |
| Post | Complaints, Sarflix Care Recruitment Ltd, Suite RA01, 195-197 Wood Street, London E17 3NU |
| In person | Tell any member of our team, who will pass it on the same day |
We accept complaints however they reach us, including by text message or social media, even if you do not use the word “complaint” and even if you do not use our form. You do not need to give a legal reason.
It helps if you tell us your name and how to contact you, what happened and when, who was involved, and what you would like us to do. If you need help making a complaint, for example because of a disability, language or reading difficulty, tell us and we will help. Someone else, such as a friend, relative or advocate, can complain for you with your permission. If they are complaining about your personal data, we will check you have agreed before we share any of it with them.
3. What happens next
Stage 1: we look into it
| Step | What we do | Timescale |
|---|---|---|
| Record | We log your complaint, the date we received it and how it arrived | The day we receive it, or the next working day |
| Acknowledge | We confirm in writing that we have received it, tell you who is dealing with it and what happens next | Within 3 working days. The legal maximum for data protection complaints is 30 days, and we will always meet it |
| Investigate | We look at records, speak to the people involved and take any other steps that are reasonable for the nature of your complaint | Without undue delay |
| Keep you updated | We tell you how it is going, especially if it is taking longer than expected, and why | At least every 10 working days while it is open |
| Outcome | We write to you with what we found, what we will do to put things right, what we have changed, and how to ask for a review | We aim for 20 working days from receipt |
Complaints are handled by Felix Ugbesia, Director. If your complaint is about Felix, it goes straight to Ngozi Sarah Ugbesia, Director, who will handle it from Stage 1.
Stage 2: review
If you are unhappy with our Stage 1 response, you can ask for a review within 28 days of receiving it, using any of the methods in section 2. Ngozi Sarah Ugbesia, Director, will review how your complaint was handled and the outcome. She will acknowledge your request within 3 working days and aim to send you a final written response within 20 working days.
4. Data protection complaints
For complaints about how we handle personal data, the law requires us to:
- make it easy to complain, including by a form you can complete electronically;
- acknowledge your complaint within 30 days of receiving it;
- take appropriate steps to respond without undue delay, including making enquiries into what you have told us;
- keep you informed of progress; and
- tell you the outcome without undue delay.
This procedure meets all five. Our Data Protection Lead, Felix Ugbesia, handles these complaints. If your complaint also involves a request to access, correct or delete your data, we deal with that request separately within its own legal time limit of one month.
You can also complain to the Information Commissioner’s Office (ICO) at any time. The ICO usually expects you to give us the chance to put things right first.
- Website: ico.org.uk/make-a-complaint
- Helpline: 0303 123 1113
- Address: Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
5. Other organisations that can help
If you are still unhappy after Stage 2, or you prefer to go elsewhere, these organisations may be able to help, depending on your complaint:
| Your complaint is about | Who can help |
|---|---|
| Your personal data | Information Commissioner’s Office, 0303 123 1113, ico.org.uk |
| How we behaved as an employment agency or employment business, including pay and fees | Fair Work Agency, 0345 161 6000, contact@fairworkagency.gov.uk |
| Your employment with us | Acas, 0300 123 1100, acas.org.uk |
| The safety or care of an adult in Nottinghamshire | Nottinghamshire County Council adult social care, 0300 500 80 80 (out of hours 0300 456 4546) |
| A registered nurse’s practice | Nursing and Midwifery Council, nmc.org.uk |
| The quality of care at a care home or care service | The provider first, then the Care Quality Commission, cqc.org.uk |
6. How we keep records
We keep a complaints log showing, for every complaint: the date received, how it arrived, the date we acknowledged it, the steps we took, the updates we gave, the outcome and the date we told the complainant, and any changes we made as a result. We keep complaint records for 6 years after the complaint is closed.
The law allows the government to make regulations requiring us to report the number of data protection complaints we receive to the ICO. Our log records this so we can report it if and when that is required.
7. Learning from complaints
Every three months the directors review all complaints, look for patterns and agree changes. We treat complaints as a way to improve.
8. Review of this procedure
This procedure is reviewed every three months, and straight away if the law or ICO guidance changes.