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Complaints Policy & Procedure

Complaints Policy

We are committed to providing a good standard of quality service to our candidates and our clients.

We will take seriously any concern or complaint and will investigate it promptly, for resolution as quickly as possible.

We recognise that all candidates and clients have the right to raise concerns or complaints about our services and to have access to clear information on how to voice complaints and concerns.

We will keep a register of all complaints, which will be monitored by the group Human Resources Director and reviewed regularly by the Board of Directors.

Our complaints procedure will be part of the process of monitoring the quality, effectiveness, and non-discriminatory nature of its services.

All staff, candidates and clients are required to read, understand, and comply with this policy and its procedures.

Definition of a complaint

A complaint is any expression of dissatisfaction by an individual, whether justified or not.

An individual may make a complaint if they feel we have:

  • Failed to provide a service or an acceptable standard of service or made a mistake in the way the service was provided

  • Failed to act in a proper way

  • Provided an unfair service

This policy and procedure relate only to complaints received about Thrive Group and its services.

Concern or Complaint

It is important to establish the difference between a concern and a complaint. Taking informal concerns seriously at the earliest stage will reduce the likelihood of them developing into formal complaints.

If you have any concerns about our work, we encourage you to talk to a member of our team or their manager as soon as possible, so they can quickly understand your concerns and try to put things right.

If you are not happy with the response to your concern and/or want to make a formal complaint, please follow the procedure below.

Complaints Procedure

We aim to settle the majority of complaints quickly and satisfactorily. The complaint may be resolved quickly by way of an apology or by an acceptable explanation to the individual.

There are three stages to the complaint’s procedure:

  1. Stage One - The complaint

  2. Stage Two - Investigation

  3. Stage Three - Appeal

Stage One - Complaint

The complaint can be written or if the individual prefers, they can tell someone at Thrive Group, who will write it down for them. The complainant will need to sign it.

The complaint should include: -

  • The complainants name and address

  • The nature and date of the complaint

  • How they want to see it resolved

The complaint will need to be sent to or write to Units 2/3, Copse Farm, South Marston, Swindon, Wiltshire, SN3 4UQ.

On receipt, each complaint will be allocated a reference number and logged on the complaints register.

Complainants will receive an acknowledgement within three working days of receipt of a signed complaint.

Stage Two - Investigation

All complaints at this stage should be dealt with by a manager. If they need to meet with the complainant, they will do so within seven working days of receiving the written complaint.

Complaints will be fully investigated, and a written response provided to the complainant within ten working days by the investigator.

The complainant will receive written confirmation of the outcome of any investigation any recommendations/remedies made, such as reviewing of policies, staff development and training or appropriate improvement to our services.

Where the complaint is upheld, an apology should be offered.

Occasionally investigations may take longer, particularly if the complaint is complex. Should this be the case a holding letter will be sent after ten working days and a final date given for a conclusion to be reached.

If an individual remains dissatisfied with the outcome from Stage Two, they can appeal within fourteen working days of the date of the outcome and progress to Stage Three.

The complaints register will be updated, and any pending complaints flagged so they are followed up

Stage Three - Appeal

If the complaint cannot be resolved to the complainant’s satisfaction at stage two, or if the manager feels that the complaint is of a serious nature or concerns a manager then it will be referred to the Group Human Resources Director.

If the complaint is about the Group Human Resources Director, then the matter will be discussed with the CEO.

The Chief Executive will acknowledge receipt within three working days, they will review the Stage Two investigation and recommend one of the following actions within ten working days (from the date the complainant stated they wanted to take the complaint to stage 3):

  • Uphold the action taken at Stage Two

  • Make changes to the Stage Two recommendation/actions

The complainant should be informed in writing of the outcome of stage three, the decision reached about this complaint will then be final but other options available to the complainant (as listed below) should be detailed in the letter.

If after the three stages have been concluded, the complainant is still not satisfied with the result, they should be advised that there is no further right of appeal, but they could approach any of the following agencies for advice:

  • A solicitor

  • Citizens Advice Bureau

This should be done within one month of receiving the outcome from the appeal.

Anonymous complaints

Complaints received anonymously will be recorded and considered, but action may be limited if further information is required to ensure a full and fair investigation.

Data protection

To process a complaint, we will hold personal data about the complainant, which the individual provides, and which other people give in response to the complaint.

We will hold this data securely and only use it to address the complaint. The identity of the person making the complaint will only be known to those who need to consider the complaint and will not be revealed to other people or made public. However, it may not be possible to preserve confidentiality in some circumstances, for example, where relevant legislation applied, or allegations are made which involve the conduct of third parties.

We will normally destroy complaints files in a secure manner six years after the complaint has been closed.


Complaints are a crucial tool which provide a useful source of information about how candidates and clients view our service. To ensure we can learn from complaints the following data will be collected:

  • Name and address

  • Name of person dealing with the complaint

  • Date of complaint and response

  • Nature of complaint

  • Action(s) taken/recommendations made in response to the complaint Lessons learnt

Complaint’s information will be considered on a regular basis by the Management Team and reported quarterly to the Board of Directors

Date last reviewed: November 2021

​Preparing your business and workforce for a recession image
​Preparing your business and workforce for a recession

After the tense lockdown period in 2020, many businesses are still experiencing challenges which, now coupled with rising inflation and the threat of a recession, can be incredibly overwhelming. So, what can leaders and owners do to protect their business?It’s been widely discussed that a global recession is on the way. How severely it’s going to hit, or its duration, is not yet known. Many people and businesses are already feeling the strain as costs rise all around us, from food to fuel, energy, transport and going out. Due to the COVID-19 pandemic, sadly many companies have already closed their doors, but for many businesses, alternative arrangements such as budget cuts, redundancies and reduction of operations may be put in place to stay afloat.  With all this in mind, it’s time to consider safeguarding practices to ensure minimal damage and disruption for your staff and your business. So how can you prepare your business and your workforce for the recession? Look early for efficienciesDon’t wait for commercial problems to spiral and erode financial viability. Putting the work in early to evaluate the core processes and roles needed to maintain a successful business will pay dividends. Use this time to identify the activities that are less essential or can be done more efficiently and effectively another way or, if necessary, stopped. It will be easier to manage the change with your current resource, perhaps reallocating people to new roles or tasks and avoiding the need for more major disruption. Don’t rush the processThere is a great amount of time and planning that goes into implementing real change into your business, especially when these changes are needed due to a recession. It is important to make sure that you are constantly monitoring any changes made so that you can easily alter them if they aren’t the right fit for your business. It is better to approach the implementation of change gradually rather than rush to get things 100% perfect the first time. In the event that the new changes are not the right fit, it may be a lengthier process to reverse some of the changes you’ve made and could pose some serious implications for your business and staff if this process was rushed. Think permanentThere has been a 24-month high in recruitment for permanent positions (80% of all vacancies while temp fell to 9%). Care assistants, customer service and support workers are among some of the hardest positions to fill, but vacancies for cleaners, delivery drivers and sales assistants are also on the rise. It is becoming increasingly difficult to find candidates for lower salary ranges and the harder-to-fill vacancies offer salaries below £40,000. In these hard-to-fill positions, many candidates are seeking permanent roles rather than temporary work to ensure some stability when the recession hits. Try to identify which roles in your business would be harder to fill should you decide to make redundancies ahead of the recession. It is a good idea to consider whether permanent staff could be the most suitable solution for your business to secure the workforce you need in the roles that you need them, or if your business needs are better suited by temporary cover. Don’t panic and rush redundancies or recruitmentMany of the world’s best companies take extra care to retain their most driven and focused employees, who are considered the most important to keep. Replacing people who already had the skills and assets required for your business can be detrimental, so make sure to keep an eye on competitors as they aim to recruit and even steal the best performers from your business. Combine this with the possible impact of redundancies, cutting costs on training and development, you could be harming your business structure more than you think. In addition, it is critical that any decisions made regarding redundancies are made wisely and not rushed; they are difficult decisions to reverse if got wrong and the talent has already left the building.Re-evaluate pay and incentive schemes with caution Many businesses link employee benefits to company performance as part of an inclusive, performance-focused culture through stock ownership and profit-sharing. However, when a recession looms, these factors are put under pressure which is often first noticed by the workforce. A workforce will want to see consistency in decisions on incentives, working practices and policies as it underpins their trust in the business and their commitment to going the extra mile when a recession puts more strain on the business. If it is a requirement that salaries or bonuses need to be cut, you may be tempted to reduce them equally throughout your business in an effort to be seen as ‘fair’ and indicate that everyone is in the same unfortunate position. However, consider this carefully because for some employees this may feel as though they are being under-appreciated for their work, causing them to seek employment elsewhere. Whilst it is sometimes a necessity that costs are reviewed to help a business navigate a recession it is vital to think broadly about the message this will send not only to your workforce but to your competitors.  Workforce planningFlexible and effective workforces are at the heart of what we provide at Thrive. From the strategic to the short term, we help clients deliver their capability & perform at their best, through workforce recruitment, management & planning.If you would like to hear more about how we could support you and your business during the uncertainty of a recession, please get in touch.

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How to find your ideal job image
How to find your ideal job

​Looking for a new job can be time-consuming, difficult, tedious, and very frustrating which is why it's useful to seek help from an agency! No matter what stage you are at in your career, having dedicated individuals to guide you throughout your job search can make all the difference when securing a role that’s right for you. Instead of scrolling through hundreds of job adverts, which might not be suitable to your skills, experience level or availability, Thrive can help you find a role and save time throughout your application process. What do you need to apply? The first thing you will need is a CV. Think about the type of things you can include on your CV. Make sure you include any previous roles, work experience and any volunteering work. Make sure you include your skills and mention if you have a driving license as this can expose you to more opportunities in your area that require you to drive. Some other important things to watch out for:  Check spelling and grammar. A good CV is clear of any spelling mistakes or grammatical errors. Enlist a second pair of eyes to proofread your CV and give some feedback before you send it off with any applications. Tailor your CV. Explore the company’s website and social media to make sure you are up to speed with any latest news and updates so you can target your experience to the role. Do not lie or exaggerate on your CV. Dishonesty to a new potential employer is not only unprofessional but it carries consequences. For instance, lying about your degree result is classed as degree fraud and in some cases can result in a prison sentence. Avoid using common and overused phrases. Whilst it is great to highlight that you are a ‘team player’ and a ‘multi-tasker’, it’s more important for employers to see real-life examples of when you’ve demonstrated these traits. Covid-19. Employers will understand the challenges and consequences caused by lockdowns. So, if you’re worried about a gap in your CV due to the COVID-19 lockdown, there are plenty of other things you can include instead, such as: -       Details of online courses or webinars you attended-       Volunteering work -       Charity work -       New hobbies such as sports, crafts or reading -       Share if you gained any new skills such as learning a new language or coding   Find and secure a role with Thrive Now you have your CV, what’s next? There are two ways you can start your job search with Thrive:Contact us directlyGet in touch with your local Thrive branch. Across our network, the Thrive teams are dedicated to securing the finest individuals for temporary roles and permanent vacancies in opportunities across the essential Logistics, Commercial and Industrial sectors. We have 6 branches located across the UK dedicated to helping you secure a role that’s right for you – so click here to get in touch. Keep up to date on live roles via our websiteBrowse the latest jobs on our website, you can filter by contract type, location, sector & part-time/full-time hours. Once you find a role that is suitable for you, click apply where you will be asked to fill in some personal details and upload your CV.  Top tip - Something that may save some time when searching for a new role is to sign up for job alerts via email. By doing this you can filter the type of alert you receive by keywords. For example, if you are seeking a part-time role in retail, you could set up alerts for roles that include ‘sales’, ‘sales assistant’ ‘sales associate’, ‘cashier’, ‘store team member’ & ‘part-time’. ​Preparing for an interview Once you have applied for a role, if suitable you will be contacted by a team member from the relevant Thrive office to arrange an interview. To ensure you are ready for your interview, make sure you have read up on the role, and the requirements and have an idea of what will be expected of you in this role. Regardless of which job you are applying for, it’s important to ensure you make a good first impression. This means presenting yourself professionally, dressing appropriately, offering a handshake, and being friendly and personable when you meet the interviewer. Even if you are applying for an informal role, it’s great to present yourself professionally as a potential new employee. Another top tip would be to prepare ahead and make sure that you study the job description so nothing unexpected comes up.  Looking for a change? Want to find a new role that’s the right fit for you? Take a look at our vacancies or get in touch with your local Thrive office to find a new role that suits you and your needs.  ​

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Student tips for summer work image
Student tips for summer work

Student tips for summer work This summer, why not get ahead of the crowd and land a summer job before the rush? If you'll be home from university this summer and want to gain some extra experience and extra cash, pay rates are typically £9.50 per hour + , then Thrive can help!  Summer jobs are a great way to earn some extra money. They also look great on your CV as they enhance your skillset and work experience which will be incredibly valuable when applying for roles as a graduate.  According to the Office for National Statistics, 52.9% of individuals aged 16-24 were employed during the months of May to July 2020. This isn’t surprising as this is the start of the prime summer holiday window meaning many businesses need cover for their staff and students are home all summer looking for something to do!  We have put together some tips and tricks to help you make the most out of your time off from university so you can get a summer role that you’ll enjoy!   1.     Update your CVThink about the type of things you can include on your CV. Make sure you include any previous work experience and don’t forget to talk about any extracurricular activities you’ve been involved in such as sports teams or societies at universities. These are great skills that employers look for as it shows you can work in a team and manage your time efficiently.  Additionally, if you have done any volunteering work or received any awards such as the Duke of Edinburgh award, don’t forget to include these on your CV. Other important things to include are skills. These can be skills you’ve picked up whilst are University such as specific software’s from your course, leadership roles, perhaps you have been involved in a committee? Don’t forget to include if you have a driving license too as this can expose you to more opportunities in your area that require you to drive. 2.     Take the time to decide what type of role you’d enjoy working inJust because a summer job is temporary, it doesn’t mean that you shouldn’t enjoy it. Why not take the time to research industries and types of temporary roles you could do that will complement your CV in the future and career later down the line?  Additionally, if you pick up a temporary role for the summer and enjoy it, this could leave open a window for opportunity for more work during more holidays such as Christmas and Easter.​3.     Be flexible with your availabilityIf you are flexible where you can be with your availability over the summer, you may be more likely to get hired as you’ll be able to assist with more holiday cover. That said, this doesn’t mean that you can’t go on holiday at all or enjoy yourself and relax during your summer holidays from university, it would just be helpful to provide flexibility where you can. ​Here at Thrive, we currently have temporary jobs available for: Production Operatives, Packers, Pickers and more. These roles can be full time, part time or occasional shifts that are flexible to your requirements.Check out our latest vacancies here.   4.     Get ahead of the game If you want a summer job to earn some extra cash, ideally you want to make the most of the time you have off from studying and have a role lined up so you can be ready to start as soon as you finish University for the summer. It is easy to waste time during the summer that could be spent working by completing applications for short term summer roles. That’s why our first tip for you would be to start looking in advance.Why not get ahead of the game and look online or make contact with your local Thrive branch to see what companies are hiring to make sure you can get your application sent in early? 5.     Take a walk in your local area & apply in personLots of places advertise casual roles with a poster in the window as this is more time efficient than uploading the vacancy to a website. For employers it is also often ideal if they can hire someone who lives locally as this reduces time spent commuting and the risk of any delays due to transportation issues.  Additionally, you can get in touch with your local Thrive recruitment office to see what opportunities are available with us.They will be up to date with the newest roles and could even have a section dedicated to temporary/summer roles.By going through the local job centre, they can also take into consideration your location, age and circumstances, as well as offering useful advice about what to avoid.  6.     Apply online  Another way to find summer roles is to search and apply online. Often employers will post out a digital job advert if they have lots of vacancies to fill and because it will reach more applicants. You can either search directly on a business’s website to see if they are advertising any vacancies or look at online job boards.  View Thrive latest jobs to see if there is a temp role for you: Depending on the type of role you are applying for, you may need a CV and cover letter to support your application. However, some roles require you to answer a few short questions via an online application. It is worth taking the time to make sure your CV and cover letter are up to date and reflect your experience/qualifications.   7.     Sign up for job alerts Something that may save some time when searching for a summer role is to sign up for job alerts via email. The benefit of doing this is that you can filter the type of alert you receive by keywords. For example, if you are seeking a role in retail for the summer months you could set up alerts for roles that include ‘sales’, ‘sales assistant’ ‘sales associate’, ‘cashier’ ‘part-time’ ‘summer’ or ‘store team member’. ​ Sign up for job alerts with Thrive here:  Thrive offers many temporary and short-term roles that would be perfect for university students looking for something during the summer holidays.  Find out more about our latest roles here. *You must be 18+ to apply​

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