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Athona is a responsible supplier of temporary and permanent staffing solutions and we take complaints seriously. Complaints are managed in an effective, fair and honest manner, which supports Athona’s accolades and reputation of offering a trusted recruitment service.
Any person or body who interacts with Athona for the supply services of temporary and permanent staffing solutions. This can include temporary workers, permanent workers, NHS and private clients, and regulatory bodies.
This policy can also extend to any member of the public or their representatives, staff, businesses, public and voluntary bodies who may be a third party to our services, but can also make a complaint in the same way.
If you have a complaint or concern, please contact Tracie Spires, Associate Director for Quality & Insourcing.
You can write to her at: Athona Recruitment, 2nd floor, Kingsgate House, 1 King Edward Road, Brentwood, Essex, CM14 4HG. Alternatively complete the below form or call the Athona switchboard on 01277 217 777.
All complaints are treated with confidentiality in mind. Anonymous requests will be acted upon as an opportunity to improve our services, however it is better to provide contact details so that the complainant can be informed of the outcome.
Athona recognises complaints regarding Athona’s sub-contractors, and any organisation contracted to work on behalf of Athona. These complaints are useful to guide learning in future service delivery and contractual arrangements, and feedback on performance is given to sub-contractors on a regular basis.
We will forward complaints received in respect of other organisations including NHS Trusts, education establishments or private healthcare providers to the appropriate bodies.
We aim to handle all complaints fairly and honestly regardless of who makes a complaint. All complainants are equally treated and we will not show bias to any particular individual or group.
The complaints procedure enables anyone to make complaints quickly and simply. We will investigate and resolve complaints in accordance with strict timescales, subject to any restrictions relating to confidentiality or the Current Data Protection Regulations.
The complainant is expected to cooperate with Athona by providing the necessary information surrounding the complaint to enable the complaint to be fully investigated.
We shall respond promptly to all complaints, oversights and omissions and shall immediately make good/resolve any default on our own part. In doing so we will:
We accept that not every complaint may be resolved to the complainant’s satisfaction. In this instance the complainant may write to the Managing Director. Full details of the investigation will be reviewed and the complainant will receive a response from the Managing Director within 10 working days, to determine if the outcome of the complaint will be upheld or requires reinvestigation.
If you are still not satisfied, you can contact the REC, the industry trade association, of which we are a member by writing to the Professional Standards Manager, REC, Dorset House, First Floor, 27 – 45 Stamford Street, London, SE1 9NT.
Complaints which are subject to legal proceedings.
Complaints that are escalated to Regulatory Bodies.
ISO9001:2008 QMS – P09 – Nonconformity, Client Complaint, Corrective and Preventative Action Procedure.
Should you be unsatisfied with your experience with Athona, please use the form below to provide information and this will be sent directly to Tracie Spires, Associate Director for Quality & Insourcing.