Complaints Procedure
How to raise a concern or make a
complaint to Nurtura Recruitment
We want people to feel able to speak up. If something feels wrong, unfair or unsafe, you can tell us.
This complaints procedure explains how Nurtura receives, reviews and responds to concerns raised by children, families, clients, workers, candidates and partners. If a complaint indicates that a child or young person may be at risk, safeguarding takes priority and we may share the information immediately with the appropriate people.
Who can contact us?
- Children and young people
- Parents, carers and family members
- Professionals, clients, candidates and workers
- Anyone who has a concern about Nurtura or a worker supplied by Nurtura
What can you raise?
- A complaint about conduct, communication or service quality
- A concern about a worker supplied by Nurtura
- A concern about the way Nurtura has handled a matter
- Feedback about how we can improve
How to contact us
- Email: admin@nurturarecruitment.com
- Telephone: 07498 078854
- Write to: 4 Euro Tech Park, Burrington Industrial Estate, Plymouth, PL5 3UG
What happens next?
- We will acknowledge your complaint within 2 working days
- We will review the information and decide whether it is a complaint, a safeguarding concern, or both
- We will investigate fairly and keep clear records
- We will usually provide a response within 20 working days
- If you remain unhappy, you may request a review by a Director within 10 working days of our response
If the concern is about safety
- Safeguarding comes first
- If a complaint indicates that a child or young person may be at risk, we may need to share the information immediately with the host organisation, safeguarding leads, children’s social care or the police
- If there is immediate danger, call 999 straight away
Important to know
- Nurtura Recruitment Ltd is a recruitment and employment business
- We can investigate concerns about our own service, our recruitment processes and workers supplied by Nurtura
- If the issue relates to the day-to-day running of a service, you may also need to raise it with the host organisation or local authority
- You will not be treated unfairly for raising a genuine concern