Equality and Diversity Policy

It is the policy of Capital International to treat all employees and job applicants fairly and equally regardless of their sex, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion, age, disability or union membership status. Capital embraces diversity and will seek to promote the benefits of diversity in all of our business activities. We will seek to develop a business culture that reflects that belief. Furthermore, the Company will ensure that no requirement or condition will be imposed without justification which could disadvantage individuals purely on any of the above grounds.
The policy applies to recruitment and selection, terms and conditions of employment, including pay, promotion, training and transfer, and every other aspect of employment.
The Company will regularly review its procedures and selection criteria to ensure that individuals are selected, promoted and otherwise treated according to their relevant individual abilities and merits.
Capital International is committed to the implementation of this policy and to a programme of action to ensure that the policy is, and continues to be, fully effective. The overall responsibility for the policy lies with Gill Carter, HR Manager. However, all staff are required to comply with the policy and Capital’s “Equalities and Diversity Guidance” and to act in accordance with the objectives of both so as to remove any barriers to equal opportunity. Any act of discrimination by employees or any failure to comply with the terms of the policy will result in disciplinary action.

Gill Carter
HR Manager

November 2007

Customer Service Policy

Capital International is a member of the Recruitment and Employment Confederation (REC) and the Association of Professional Staffing Companies (APSCo) and adheres to both their Codes of Professional Practice.

Capital International Customer Service Policy Statement

At Capital International we endeavour to provide you with the best possible service at all times. If you would like to make any comments, suggestions, raise a query or make a complaint about the service you have received, please contact us, our contact details available on our website. . We will normally respond to your query within 1 working day.

This policy will be kept up to date, to reflect changes in the nature and size of the business. To ensure this, the policy and its effectiveness will be reviewed annually.

Courtesy

All recruitment consultants will be trained in customer service standards; will exhibit customer friendly service skills; and be knowledgeable, professional and courteous in meeting the needs of our customers.

Communication

We will return all phone calls and emails received from clients and registered candidates and applications in respect of specific vacancies within agreed timescales. Where we are unable to meet this agreement we will inform you of this as soon as possible and agree a new deadline.

Consistency

As part of our commitment to upholding professional standards, we will review our policies annually to ensure that they continue to meet business needs and professional standards and that they are consistently applied to all our customers.

Complaints

Capital International seeks fair, just and prompt solutions when possible to any complaints and appeals. All such issues should be directed to your main point of contact in the first instance, where they will be acknowledged and directed to the attention of the appropriate person. A complaints process is in place for any disputes and copies are available from our offices or on our website.

Access to Information

We comply fully with the provisions of the Data Protection Act 1998. Any personal or confidential information held by us about a client or work seeker is fully accessible to that person or body for review or editing by contacting the Technical Director at grees@capital-itstaff.com

Reduce Bureaucracy

Wherever possible, without compromising our legal requirements and professional standards we strive to reduce the burden of unnecessary paperwork.

Security and Data Protection Policy

As a recruitment company Capital processes personal data in relation to its own staff, work-seekers and individual client contacts. It is vitally important that we abide by the principles of the Data Protection Act 1998 set out below.

Capital holds data on individuals for the following general purposes:

• Staff Administration
• Advertising, marketing and public relations
• Accounts and records
• Administration and processing of work-seekers personal data for the purposes of work-finding services

The Data Protection Act 1998 requires Capital as data controller to process data in accordance with the principles of data protection. These require that data shall be: -

• Fairly and lawfully processed
• Processed for limited purposes
• Adequate, relevant and not excessive
• Accurate
• Not kept longer than necessary
• Processed in accordance with the data subjects rights
• Kept securely
• Not transferred to countries outside the European Economic Area without adequate protection.

Personal data means data, which relates to a living individual who can be identified from the data or from the data together with other information, which is in the possession of, or is likely to come into possession of, Capital.

Processing means obtaining, recording or holding the data or carrying out any operation or set of operations on the data. It includes organising, adapting and amending the data, retrieval, consultation and use of the data, disclosing and erasure or destruction of the data. It is difficult to envisage any activity involving data, which does not amount to processing. It applies to any processing that is carried out on computer including any type of computer however described, main frame, desktop, laptop, palm top etc.

Data should be reviewed on a regular basis to ensure that it is accurate, relevant and up to date and those people listed in the appendix shall be responsible for doing this.

Data may only be processed with the consent of the person whose data is held. Therefore if they have not consented to their personal details being passed to a third party this may constitute a breach of the Data Protection Act 1998. By instructing Capital to look for work and providing us with personal data contained in a CV work-seekers will be giving their consent to processing their details for work-finding purposes. If you intend to use their data for any other purpose you must obtain their specific consent.

However caution should be exercised before for

Complaints Policy

Capital Internationalis committed to providing a high level service to our customers. 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 us by phone, email or letter.

Next steps
1. We will contact you acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to be contacted within one working day of us receiving your complaint.
2. We will record your complaint in our central register within a day of having received it.
3. We will then thoroughly investigate your complaint. Once we have completed our investigations we will inform you of the outcome and of any actions that we intend to take.
4. If at this point you are still not satisfied then contact our CEO Nick Butcher directly either by phone, letter or email at nbutcher@capital-itstaff.com who will launch his own investigation and report back to you as soon as possible.
5. If you are still not satisfied, you can contact the Employment Agencies Standards Office (www.berr.gov.uk), the Recruitment and Employment Confederation (www.rec.uk.com) or the Association of Professional Staffing Companies (www.apsco.org)
If we have to change any of the time scales above, we will let you know and explain why.