Standard Nursing Agency takes complaints very seriously. The Agency is customer driven and treats all complaints as an opportunity to continually improve the level of service it provides to all its’ client organisations.
 
The Agency will fully support and co-operate with any investigation that is initiated and undertaken by any one of the recognised health sector professional bodies.  The agency shall supply a written copy of its written policy to every service user and upon request, to any person acting on behalf of a service user.

The procedures are designed to enable the agency and the service user to investigate and resolve complaints promptly and in accordance with strict time scales.

All complaints made by the service user will be acknowledged promptly and the agency will keep a full written copy of the nature of each complaint and details of action taken as a result of the complaint.

The agency’s complaints procedure is a two-stage process, which has clearly defined levels of accountability and timescales by which key actions must be completed.
In those instances where complaints relate to professional misconduct they will be referred in writing immediately to the professional conduct department manager, Nursing and Midwifery Council (NWC), 23 Portland Place, London W1B 1P2.

At any stage the complainant may complain to the CQC:

Care Quality Commission
Brent and Harrow Area Office
4th Floor Aspect Gate
166 College Road
Harrow
London HA11

Tel: 020 8420 0100
Fax: 0208420 0119