Complaints Policy and Procedure

Moore Teachers is committed to providing a high-level service to our clients and candidates. If you do not receive satisfaction from us, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please contact the Company by phone (01992 611902) in the first instance so that we can try to resolve your complaint informally. A member of senior management will oversee the investigation of the complaint and aim to resolve most issues within 48 hours. At this stage, if you are not satisfied, please contact the Company in writing at: Elsie House, Office 6, 30 High Street, Hoddesdon, Herts, EN11 8BP.

Next steps

1. We will record your complaint formally within a day of having received it and will send you an email acknowledging your complaint and asking you to confirm or explain further, if needed. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our email within 1 day of us receiving your complaint.
2. We will acknowledge any response immediately and confirm what will happen next.
3. We will then start to investigate your complaint. This will normally involve the following steps:

• We will discuss the complaint with the school/agency worker concerned and take their views on the matter in writing.
• We will then examine and compare the workers response and the information you have provided for us and ask any further questions for clarification. This will be completed within 4 days from the start of the investigation.

4. We will then arrange a meeting to discuss and hopefully resolve your complaint, within 48 hours from the end of our investigation, where possible.
5. Within 2 days of the meeting, a member of senior management will write to you to confirm what took place and any solutions that have been agreed with you.
6. If you do not want a meeting or it is not possible, a member of senior management will send you a detailed reply to your complaint. This will include suggestions for resolving the matter. This will happen within 5 days of the investigation happening. All parties involved in the complaint will receive a written response following conclusion of the investigation and ask for confirmation that the complaint has been resolved to the satisfaction of the parties involved.
7. At this stage, if you are still not satisfied you can write to the REC, our trade association of which we are a member, marked for the attention of the Consultancy and Compliance Team, REC, 20 Queen Street, London, SE1 2LS
8. The statutory body for the recruitment industry is The Employment Agency Standards Inspectorate (EAS) and they can investigate your complaint. To make a complaint to the EAS please complete the pay and work rights form on Gov.UK and/or contact the ACAS helpline 0300 123 1100
9. We aim to resolve any complaints within a maximum of 15 working days.
10. All information, emails, evidence pertaining to the complaint will be stored securely on our database.

In any event, we will comply with any statutory procedures that may relate to your complaint. Allegations regarding child protection are taken very seriously.  Our Managing Allegations Policy and Misconduct Disciplinary Policy will then be followed. Copies of these policies can be provided upon request.

Any complaints regarding poor work practice will be discussed with the Agency Worker. If appropriate, we will advise about any training or resources to enhance the Agency Worker’s professional development.

AWR Complaints: If you feel that you have not received equal treatment in accordance with the Agency Worker Regulations 2010, please contact Moore Teachers to discuss this informally in the first instance where we will attempt to resolve issues to ensure your equal treatment. Our AWR policy can be provided which contains information on how to raise a formal complaint.

Reviewed January 2025