CIS

POLICY DOCUMENT LIBRARY

Company Policy Documents

Acceptable use of AI Adoption, surrogacy and adoption appointments Agency Workers Regulations (AWR) Compliance Annual Leave for Irregular-Hours and Part-Year Workers Annual leave for regular-hours workers Anti-Bribery and Anti-Corruption Anti-Slavery and Human Trafficking API & Integration Security Assignment endings, notice, redundancy and termination Assignment Rate Integrity Bank Account Change & Verification Bring Your Own Device (BYOD)Business Continuity & Disaster Recovery Code of Conduct Complaints Handling Conflict of Interest Contractor Onboarding Compliance Cookie Cyber Security Data Breach Notification Procedure Data Incident Response Data Protection and Privacy Data Protection and Privacy Data Retention Disciplinary, capability, suspension and appeals Drug & Alcohol Employment Status Determination Equality, bullying, harassment, sexual harassment and professional dress Equal Opportunities & Anti-Discrimination Ethics, anti-bribery, tax evasion, fraud and conflicts of interest Flexible working, occupational health, reasonable adjustments and menopause GDPR Statement Gender Pay Gap & Statement Grievance, complaints and workplace resolution Health and safety at PGS premises and client sites HMRC Enquiry & Investigation Response Holiday Pay Calculation & Accrual How We Use Your Data & Your Rights Under GDPR Inclusion & Equal Opportunities Information Security Insolvency Protection & Business Continuity Internet, Email & Social Media Use IT, communications, social media, artificial intelligence, monitoring and BYOD Joint Employment Model Joint & Several Liability (JSL) Mitigation Key Information Document (KID) Governance Learning, CPD, professional registration and competence Maternity, pregnancy and antenatal appointments Maternity, pregnancy and antenatal appointments Modern Slavery & Human Trafficking Modern Slavery Statement MSP Visibility & Data Access OCR & Automated Data Extraction Overpayment & Clawback Parental, neonatal, bereavement, caring and dependant leave Paternity and Bereaved Partner’s Paternity Leave PAYE Reconciliation & HMRC Alignment Payroll Fraud Prevention and Detection Payslip Accuracy & Validation Portal governance, review and no separate acknowledgement Privacy, confidentiality, intellectual property, company property and records Privacy Public duties, trade union rights and special leave Race & Disability Pay Gap Reporting Real-Time Payroll Data Transparency Referral & Introducer Transparency Remote & Hybrid Working Right to Work Check Process (UK)Safeguarding Shared Parental Leave — birth and adoption Sickness absence, Statutory Sick Pay, Company Sick Pay and Return Supply Chain Due Diligence Sustainability & Environmental, Social and Governance (ESG)Transparent Pay & Deductions Whistleblowing, Fair Work Agency and external reporting Whistleblowing Working time, attendance, rest, night work and opt-out Workplace Health & Safety Zero Tolerance Non-Compliance

People Group Services Limited
Company Number: 11570329

Complaints Handling Policy

Policy Statement

People Group Services is committed to resolving complaints fairly, transparently and efficiently.

Scope

Applies to complaints from users, clients, workers, agencies and stakeholders.

Definition of a Complaint

Any expression of dissatisfaction relating to People Group Services, conduct, systems or decisions.

Complaints Process

Acknowledgement of receipt
Investigation of the complaint
Written outcome and resolution

Timescales

Complaints will be handled promptly and within reasonable timescales.

Confidentiality

All complaints will be handled sensitively and in accordance with data protection law.

Escalation

Where a complainant remains dissatisfied, escalation routes will be explained.

Declaration

This Policy is approved by the Board of Directors of: People Group Services Limited Company Number: 11570329

Last updated: 20th February 2026