1. Who can complain
Candidates, employers, employees and anyone affected by our services.
2. How
Online at /healthcare/complaints/, by email to agents@muktalent.com or by phone on +44 73 1187 4281.
3. Timescales
- Acknowledgement with a reference number within 2 working days.
- Full written response within 20 working days, or an explanation of the delay.
- Review by a director on request.
4. Register and investigation
Every complaint is recorded in the internal complaints register with its category, severity, owner, deadlines, actions and outcome. Investigations are carried out by the Ethical Recruitment and Compliance Lead or a senior person not involved in the matter. Complaints about fees, discrimination, exploitation or safeguarding are classed as serious and escalated immediately.
5. No detriment
Making a complaint will never affect a candidate’s application or treatment.
6. External escalation
Employment Agency Standards Inspectorate; NHS Employers (Code of Practice); Information Commissioner’s Office (data protection); Acas; Gangmasters and Labour Abuse Authority; Modern Slavery and Exploitation Helpline (08000 121 700); Care Quality Commission.
7. Learning
Complaints are reviewed quarterly by management to identify trends and improvements.