1. Introduction
ES Solutions Group Ltd is committed to delivering a high-quality, professional recruitment service within the education sector. We recognise that complaints provide valuable opportunities to improve our services.
We prioritise safeguarding and child protection above all else, operating in line with statutory guidance including Keeping Children Safe in Education (KCSIE).
This Complaints Policy should be read in conjunction with the ES Solutions Group Ltd
Safeguarding & Child Protection Policy, which outlines our full safeguarding responsibilities and procedures.
2. Safeguarding Leadership
ES Solutions Group Ltd has appointed the following safeguarding leads:
Designated Safeguarding Lead (DSL)
Christian Walshe
Managing Director
christian@equitasstaffing.com
+44 203 780 2372
Deputy Designated Safeguarding Lead (DDSL)
Sonal Modhvadia
Operations Manager
sonal@equitasstaffing.com
+44 20 3327 3014
The DSL is responsible for:
Managing safeguarding concerns and complaints
Liaising with schools, Local Authorities, and statutory agencies Ensuring compliance with safeguarding legislation and KCSIE
The Deputy DSL will act in the absence of the DSL.
3. Link to Safeguarding & Child Protection Policy
All safeguarding-related complaints will be managed in line with the ES Solutions Group Ltd Safeguarding & Child Protection Policy, which includes:
- Safer recruitment practices
- Reporting procedures
- Allegations management
- Whistleblowing protections
Where there is any conflict, safeguarding procedures take precedence over standard complaints handling.
4. Safeguarding Complaints Procedure (Enhanced)
4.1 Immediate Response
Any complaint involving safeguarding will:
- Be treated as urgent and high-priority
- Be immediately referred to the DSL
- Trigger protective measures where necessary
4.2 External Reporting Obligations
Depending on the nature of the concern, ES Solutions Group Ltd may:
- Inform the school’s Designated Safeguarding Lead
- Refer to the Local Authority Designated Officer (LADO)
- Contact Children’s Social Care
- Notify the Police (in cases of immediate risk or criminal concern)
4.3 Candidate Management
Where allegations are made:
- The individual may be removed from placement immediately (neutral act) Full compliance checks and employment records will be reviewed
- No internal conclusion will override statutory investigations
4.4 Confidentiality & Whistleblowing
- All safeguarding complaints are handled confidentially
- Individuals raising concerns are protected under whistleblowing principles
- Anonymous reports will be considered where sufficient detail is provide
- Safeguarding Complaint Escalation Flowchart
Below is a clear step-by-step escalation process you can include in policies or training materials:
Step 1: Concern Raised
Complaint received (school, candidate, or third party)↓
Step 2: Immediate Assessment
Is this a safeguarding concern?
NO → Follow standard complaints procedure
YES → Escalate immediately to DSL
Step 3: DSL Review
DSL assesses risk and severity
Step 4: Immediate Action (if required)
Remove candidate from placement (if applicable) Ensure child safety measures are in place
Step 5: External Referral
If threshold met:
- Contact School DSL
- Refer to LADO / Social Care / Police
Step 6: Internal Record Logging
Secure safeguarding log created and maintained
Step 7: Cooperation
Work with school and authorities (do NOT investigate independently where statutory bodies are involved)
Step 8: Outcome & Review
- Implement any actions required
- Update internal processes if needed
6. Key Safeguarding Commitments
ES Solutions Group Ltd commits to:
- Always putting child safety first
- Acting immediately on safeguarding concerns
- Following KCSIE and statutory guidance
- Supporting schools with safe and compliant staffing
- Maintaining audit-ready records for compliance inspections (e.g., Ofsted)
Approved By:
Christian Walshe, Managing Director
Signed date: 1 September 2025
Policy review date: 1 September 2026