1

Contract for
Ser vices Handbook
VERSION 13 – 17.04.2023
 2

Contents
Title Page
1. Our business 2
2. Understanding Employment Status 3
3. Entitlement to work in the UK 3
4. Our professional reputation 3
5. Assignments 4
6. Conduct 4-5
7. Working time regulations 6
8. Recording hours worked 6-7
9. Absence from work 7
10. Pay, holiday pay, and pay queries 7-9
11. Changing your details 9-10
12. Agency worker regulations – worker rights 10-11
13. Equal opportunities 11-13
14. Dignity at work 13
15. Preventing hidden labour exploitation and Stronger Together 14
16. Just Good Work App 14-15
17. Ethical trading 15
18. Complaints 15-16
19. Whistleblowing 16-17
20. Privacy Notice 17-18
21. Benefits – pensions FAQ’s` 18-19
22. Benefits – Care First ` 19
23. Health and safety – the policy 19-20
24. Health and safety manual handling 20
25. Health and safety – first aid and accidents 21
26. Health and safety – fire 21
27. Health and safety – special notes for food production assignments 21
28. Statement of best practice 21

NOTE: Some of the policies in the handbook are abbreviated versions, please speak to your consultant to access the full policy.

1. Our business
Originally founded in 1998, we are now one of the top five largest industrial providers in the UK, supplying temporary, contract and
permanent workers to companies across industrial, commercial, technical, construction, fmcg and healthcare sectors. We offer
nationwide coverage through high-street branches, specialist divisions and onsite managed solutions. With a turnover of almost
£200 million in 2019, we currently payroll in excess of 12,000 temporary workers each week and cover more than 3 million shifts per
year.

This policy is applicable to all businesses, offices and operations within the gap personnel group, including:
gap personnel Holdings Limited – Company Reg – 3589208 – GLAA – CAST0004 – https://www.gap-personnel.com/
global personnel Limited – Company Reg – 11828264 – https://global-personnel.com/
gap technical Limited – Company Reg – 5646432 – https://www.gap-technical.com/
gap personnel (TELFORD) LTD – company Reg – 13377649 – GLAA – GAP0008 – https://www.gap-personnel.com/
Quattro Recruitment Limited – Company Reg – 7131120 – GLAA – QUAT0001– https://www.gap-personnel.com/
Quattro Healthcare Ltd – Company Reg - 9389534 - https://www.gap-healthcare.com/

Through collaboration and innovation, we increase our Hirer’s productivity and exceed their efficiency targets, all while maintaining
full compliance and commitment to service excellence.

This handbook has been created with the intention of providing information to our applicants and workers about important industry
legislation, basic health and safety information, social and ethical compliance practices, key expectations we have of your conduct
whilst representing the employment business, followed by key policies and procedures you need to be aware of. Please ensure you
take the time to read this handbook, if there is anything you do not understand or need further advice on please feel free to ask us.

This handbook is to be used in conjunction with Contract For Services agreements. Alternative handbooks are provided where other
Employment Status agreements are entered into.
 3

2. Understanding employment status

Contract For Services
Contract For Services is the most common contractual scenario engaged between employment businesses and workers. Workers
provide limited amounts of work through temporary assignments and have no mutuality of obligation to the business to accept any
assignments offered, in the same way, the business has no obligation to offer assignments to the contract for services worker.
Contract For Services workers do not have employee status.

Contract Of Service
Contract Of Service agreements are rarely used within our business however, those who are engaged under a Contract Of Service
are described as employed workers and benefit from a guaranteed set number of hours over an agreed period of time. A Contract
Of Service is an employment contract which is between and employer and an individual and as such there becomes a mutuality of
obligation. Employed workers are considered as having employee status.

Working via intermediaries

An intermediary is where you work for a Hirer through an intermediary. If working via an intermediary it is essential, you fully
understand your employment status and responsibilities based on the model you are engaged. We have a strict PSL of approved
intermediaries, please check with a consultant to make sure the intermediary you wish to be engaged by is on our PSL.

Ltd company
A limited company is when you run your business and services are supplied through the business rather than yourself as an
individual. Operating as limited company means you are fully responsible for everything it does and its finances. On condition that
the necessary documentation is provided, we will engage a Ltd company via a business-to-business contract. The determination
of IR35 status of a Limited Company will be established by the end client as per the IR35 rules.

Construction Industry Scheme (CIS)

CIS arrangements are restricted to individuals who are fully registered under the government CIS scheme; and where the and where
the assignment on offer is authorised to be completed under CIS regulations. If you are CIS registered please advise your consultant
who will inform you whether the assignment is approved for CIS prior to you accepting an opportunity.

3. Entitlement to work in the UK

You must be legally entitled to work in the UK. The local office are legally required to check and validate your identification and Right
to Work in the UK prior to placing you onto an assignment. Should your documentation and therefore Right to Work in the UK expire
whilst you are in our employment you will be requested to provide new documentation. If you are aware of any pending changes to
your visa or other permissions to work in the UK, you must inform the employment business immediately.

If we discover you do not have permission to live and work in the UK, and or your permission to do so is revoked or expired and you
cannot provide new documentation, we are entitled to terminate your assignment immediately without giving you any notice or
paying you in lieu of notice and will be obliged to inform UKBA.

4. Our professional reputation

Please conduct yourself professionally at all times. Be polite and aim never to cause offence or misunderstanding. Remember that
when on assignment you are our ambassador and we request you do your best to promote the interests of us and uphold our
policies at all times.

Below is a non-exhaustive list of expectations surrounding conduct whilst on assignment with us:
a) Co-operate with the Hirer, its employees and other workers. Accept the supervision, direction and control, and instruction
of any responsible person in the Hirer’s organisation.
b) Observe any rules and regulations of the Hirer’s workplace to which your attention has been drawn or to which you might
reasonably be expected to anticipate or have been delivered.
c) Treat with courtesy and respect the Hirer, all fellow workers, our staff and any site visitors.
d) Conform to the standard operational working hours and rest breaks for the Hirer’s workplace (unless alternative
arrangements have been made in advance by the employment business and the Hirer).
e) Take all reasonable steps while working for the Hirer to safeguard your own, and the safety of others who may be present
or be affected by your actions during the assignment and comply with the health and safety policy of the Hirer.
f) Do not engage in any conduct detrimental to the interests of the Hirer, the employment business, yourself and or others.
g) Do not use any motor vehicle or any mechanised equipment in connection with any assignment unless you hold the
relevant certification, have undertaken the necessary training and have confirmed the proper insurance cover is in force
for such use.
 4

5. Assignments
Availability for assignments
Once successfully registered with us you will be placed onto our availability list and considered for suitable assignments. It is your
responsibility to notify us of your availability thereafter and we would encourage you to keep regular contact with the branch every
Friday detailing your availability for the coming week. By doing so you ensure that you are considered for all positions incoming that
week. This will also demonstrate your enthusiasm and commitment to obtaining employment opportunities with us.

Assignment offers
Where you are offered an assignment that we believe to be suitable, you will be notified by telephone and provided full information
regarding the Hirer, the role and the assignment. If you accept you will be provided with confirmation in writing in the form of a
“Temporary Assignment Details Form” detailing the Hirer and site-specific information including pay, any anticipated AWR
enhancements, holiday entitlement and health and safety details.

Reminder: Employment is freely chosen, you are free to accept or reject any work offered, and we would stress the importance of
only accepting an assignment where:
a) you are confident the Hirer, role and assignment match the criteria you are seeking;
b) you can commit to completing the assignment in full.

If you are uncertain about the assignment on offer please reject it providing reasons so we can improve our understanding of what
opportunities to offer you in future. Where suitable assignments are continuously rejected (five or more occasions) this may be
cause for consideration to remove you from our availability.

Outside assignments
You are not contracted to work for us and as such you are free to seek and undertake employment or assignment opportunities
elsewhere. If you do undertake any assignments elsewhere alongside those undertaken with us, you should inform us of any hours
completed. This is to ensure we meet Working Time Regulation requirements and where applicable ensure compliance with any visa
restrictions you may have.

Scope of assignment
While on an assignment, you must not carry out any job functions or tasks that are outside the scope of your assignment as notified
to you. If, whilst working on an assignment, you are requested by the Hirer to carry out a task outside this scope, or for which you
have not received required training please contact the employment business immediately.

6. Conduct
Personal appearance
Our workers are renowned for maintaining a high level of personal appearance and dress at all times. Presenting a professional
image is very important. In particular, you should follow all instructions from the Hirer regarding uniforms, safety equipment and PPE,
acceptable dress and conduct, specifically with reference to health, safety and hygiene. If dressed inappropriately you may be sent
home and required to return suitably attired. In such circumstances, no payment will be made for time spent away from work. In
circumstances where you may consider that observing the dress code may contravene principles regarding discrimination, you
should contact the employment business in order to discuss the issue.

Work wear / Uniform

Some Hirers may operate a work wear / uniform policy on their site. You will be advised in advance of an assignment the specific
detail of a Hirer’s work wear / uniform policy.

Equipment
From time to time you may be issued with other items such as locker keys, swipe cards or other equipment to undertake the
assignment.

Personal protective equipment (PPE)

PPE means all equipment and clothing which is intended to be worn or held by a person at work and which affords protection against
one or more risks to health or safety. PPE includes the following:
a) aprons, gloves and safety footwear;
b) safety helmets;
c) high visibility jackets;
d) clothing designed to protect against adverse weather conditions;
e) eye protectors, safety harnesses, respirators and life jackets.

The Personal Protective Equipment at Work Regulations 1992 (the PPE Regulations) state that workers must have suitable PPE
whenever they may be exposed to a risk to health and safety whilst at work.
 5

The provision of PPE / work wear provided by you

Should you wish to provide / purchase or source your own PPE or work wear, you are entitled to do so, providing the items meet
regulatory or the Hirer’s standards. In doing so you permit the employment business and / or the hirer to inspect items that you have
provided yourself to ensure they comply. You may request the loan of PPE or work wear, subject to the conditions below, at any time.

Provision of PPE / work wear / equipment provided by the employment business or the Hirer
a) You will be advised for each assignment of any health and safety risks and the PPE required reducing risks associated. It is
a condition of your contract and responsibilities under the Health and Safety at work act that, where it is requirement of an
assignment for PPE items to be worn, that you will do so at all times. By accepting an assignment, you agree to adhere to
the work wear / uniform code and accept that failure to do so will result in the termination of your assignment and your
removal from site.
b) Where required, PPE, work wear items and/or equipment will be provided free of charge, for use during an assignment.
Formal written agreement will be entered into as a variation to Terms of Engagement, which will include a schedule of items
and the associated liability issue of any PPE/work wear or equipment provided by the employment business.
c) By accepting PPE or work wear provided by the employment business or the Hirer you agree that such items remain the
property of employment business or the Hirer until 60 shifts have been completed (average of 12 weeks work), save where
the variation of Terms of Engagement specifies an alternate timeframe.
d) It is the employment business policy to reissue previously used and returned PPE or work wear, provided it is in a fit state
and cleaned for use by another user.
e) If the employment business or the Hirer provides any PPE, work wear or equipment to you to be used in the course of an
Assignment with the Hirer, you must take reasonable care of those items. Should items require re-issue due to loss or
damage beyond fair wear and tear, the employment business reserves the right to deduct the cost of replacement from
any sums owed to you, as provided for in the variation to your Terms of Engagement.
f) Where required to, should your assignment end, or the employment business or the Hirer so request, you agree to return
the items in a reasonable condition, subject to fair wear and tear and cleaned, within 48 hours of the end of your assignment
or such request. In the event that you do not comply with these obligations, the employment business reserves the right to
deduct the cost of replacement from any sums owed to you as provided for in the variation to your Terms of Engagement.
g) The question of the reasonable care of the equipment or clothing will be solely assessed by the employment business ’s
reasonable judgement.

Security
Please ensure that you comply with Hirer security measures at all times, including any instructions relating to the wearing of security
badges or identity cards. Please keep confidential information, valuables, equipment and materials adequately secured at all times.
You must never be in unauthorised possession of any property, including cash, belonging to the Hirer, your colleagues or the
employment business. Report suspicious incidents or loss of items immediately to the Hirer or the employment business.

Stop and search

Both the employment business and the Hirer reserve the right to stop and search fully any workers (or their vehicles), prior to entry
or before exit from the working location or during your shift, using whatever reasonable means are at their disposal. A search may
be made of your office, desk, filing cabinet, car, bag or person.

Smoking
It is illegal to smoke in all enclosed or substantially enclosed public places and workplaces. You must adhere to the Hirer’s smoking
policy onsite and only smoke in the permitted areas or off site if smoking areas are not provided.

Alcohol, drugs, substances of abuse and legal highs

We regard drunkenness or disorderly conduct (including being in possession of or under the influence of alcohol, drugs, unauthorised
substances , misusing substances or legal highs) whilst at work as a serious matter, such behaviour will not be tolerated and if
identified we reserve the right to inform the police of any such behaviour. You may be asked by us or our Hirers to take part in a
random alcohol or substance test. You should inform us of any prescribed drug(s) you are taking or course of treatment you are
following which may impact on the result of a random alcohol or substance test or which may have an impact upon your ability to
properly perform your job (e.g. by making you drowsy, affect concentration or have limitations on operating machinery).

Publicity and competitor relations

Please be mindful when in contact with employees of competitors or suppliers of the need to avoid (intentionally or unintentionally)
revealing information which could be used by a competitor. Should you be contacted by any section of the media in relation to us
or any assignment through us, you will inform the employment business immediately before making any response. In no
circumstances should we or any Hirer’s name be identified in any statement, interview or other communication. If you have any
doubts as to what is expected, please ask the employment business’ representative. By accepting an assignment you agree that
you will comply with requests outlined. Failure to comply will result in you being immediately sent home and your assignment may
be terminated.
 6

7. Working time regulations

The Working Time Regulations 1998 are primarily health and safety legislation and are intended to protect workers from the risks that
arise out of working excessively long hours or for long periods without breaks.

The Regulations provide that all workers should be entitled to:

a) a maximum average working week (inclusive of overtime) of not more than 48 hours (the averaging period to be 17 weeks
or longer in some cases), except where the individual has in writing agreed to the 48 hour opt out;
b) a 20 minute rest break where the working day is longer than 6 hours;
c) a minimum daily rest period of 11 consecutive hours in each 24 hour period;
d) a minimum of 24 hours rest every 7 days (or 48 hours every 14 days). This rest period does not have to include a Sunday;
e) a restriction of 8 hours night work in every 24 hour period, the restriction of 8 hours to be averaged except where the work
involves special hazards or heavy physical or mental strain in which case it can never exceed 8 hours; and
f) 5.6 weeks paid annual leave - apart from the excluded sectors no opting out of the annual leave provisions, no carrying
over of holiday from one annual leave year to the next and no payments in lieu except on “termination of employment”;
g) protection through the Employment Tribunals from suffering detrimental treatment or dismissal by the employment
business for taking entitlements under the Regulations.

There are alternative regulations in place for young workers, if you are a young worker you must have:
a) a 30 minute break if they work more than 4.5 hours;
b) a minimum of 12 hours rest between shifts;
c) cannot work more than 8 hours per day / 40 hours per week;
d) a minimum of 2 (consecutive) days rest in a 7 day period.

If, while working with a Hirer, you are not provided with your statutory rest breaks, you should raise this immediately
with the employment business.

8. Recording hours worked

Before each assignment you will be advised of the process you will be required to follow for recording hours worked at the given
Hirer’s site. This information will be communicated by your consultant and is available on the Temporary Assignment Schedule
which is emailed to you at the start of each assignment.

Different methods may apply at different sites. Generally the process will follow one of the following formats:
Individual timesheets
You would be issued with an individual timesheet which will be renewed on a weekly basis. Each week, simply follow any clocking in
and out procedures required by the Hirer, enter the hours you work on the timesheet, have this signed by an authorised
representative of the Hirer and return it to the employment business by no later than 6.00pm on the Friday of the assignment week.

Bulk timesheet/ manual signing

Attendance sheets will be present on site for you to log your name, start time, end time and require a signature. Where this method
is in place please ensure you print your full name including any middle names, clearly and in capitals to reduce any errors in
processing. The Hirer will transfer hours to a bulk timesheet and submit to us on a weekly basis.

Swipe cards / fob access

Some sites may issue you with a swipe card to provide access into and around the building and also to log your hours of work. It is
essential that if provided with a swipe card you have this with you each day or hours may not get recorded and there will not be a
guarantee that you can evidence being on site. You are not to give your swipe card / fob to anyone else and this must be returned
to us or the Hirer should your assignment cease.

Biometric hand scanners

At some sites biometric hand scanners have been installed to record hours worked. If working at a site containing these you will get
set up on the hand reader prior to your first shift, you will be issued a pin number that is personal to you and you will need to enter
the pin number and place your hand into the reader for verification at the start and end of each shift. Should you have any disabilities
or conditions that you feel may hinder your usage of the biometric hand scanner, please speak to your consultant as we have
alternative measures to avoid any detriment to your abilities to sign in and out. In some cases you will also be asked to register your
department and/ or category of work. Remember, it is your responsibility to follow the correct procedures and failure to do so may
result in delay or error in processing your pay.

Hours of work and overtime

The hours of work applicable to any assignment will be notified to you in advance of the assignment start date. If overtime is available
you will normally be told in advance. You are free to accept or reject overtime offered. If you are asked to work any hours different to
 7

those notified at the start of the assignment, please tell us so we can confirm the arrangement, adherence to working time
regulations and the rate of pay. Additional hours are not always paid at a higher rate.

Excessive working hours

The total hours worked in any 7 day period shall not exceed 60 hours, except in exceptional circumstances where all of the following
are met:
a) This is allowed by National Law,
b) This is allowed by a collective agreement freely negotiated with a workers’ organisation representing a significant portion
of the workforce,
c) Appropriate safeguards are taken to protect the workers’ health and safety.
d) The employer can demonstrate that exceptional circumstances apply such as unexpected production peaks, accidents or
emergencies.

If at any time, you are requested to complete hours in excess of 60 hours please speak to the employment business in advance so
we can ensure the request complies with the criteria detailed above.

Timekeeping
Always arrive for work in a good time before the time you are due to start in order to ensure you arrive at your work station for the
start of your shift. If you anticipate being late at any time, contact the employment business immediately.

Punctuality is very important. On the first day of an assignment we recommend that you always allow for unexpected delays and
aim to arrive in good time ready to commence work.

9. Absence from work

As soon as you are aware that you are not going to be able to attend your shift you must notify us by telephone. We offer a 24/7
service meaning you are guaranteed to be able to get in contact with a member of our team. By notifying us as early as possible it
will enable us to communicate to the Hirer and arrange any necessary cover for your absence.

You should try to ensure that, wherever possible, any medical or dental appointments are made outside your shift hours. Holidays,
Jury Service, Military Service or other reasons should be agreed in advance with the employment business who will advise you of the
procedure to be followed.

Sickness
Where your absence is related to sickness you must make this clear when you call to notify us, providing full details and where
possible, your expected date of return. You must notify us each day of absence where it is sickness related unless otherwise agreed.

Pending the type of sickness and environment you are working in you may not be permitted to return to work until you have been
clear of illness for 48 hours – e.g where you are working in a food environment and have been vomiting.

Fit notes and self-certification

If your absence means you are away from work for up to 7 days, we may request a self-certification form from you when you return
to work. If your sickness absence takes you over 7 days in a row (including non-working days), it is advised you visit your Doctor/GP
who would provide you with a fit note. The fit note will advise whether you are either ‘not fit for work’ or ‘may be fit for work’.

Employers can take a copy of the fit note, you should keep the original. If you do not qualify for SSP we will provide you with an SSP1
form which you can use to facilitate a claim through the job centre.

Maternity / paternity / adoption / bereavement leave and pay

If you become pregnant, you should inform the employment business so they can arrange for a risk assessment to be carried out to
ensure the health and safety of you and your baby whilst at work.

To ensure accurate information is provided in relation to your eligibility to maternity / paternity / adoption / bereavement
entitlements please contact Charlotte Owens via our payroll helpline on 0808 1785 534.

10. Pay, Holiday Pay and Pay Queries

We know how important it is to be paid promptly and it is always our intention to ensure your pay is accurate. Provided the
appropriate timesheet procedures have been completed as instructed, payments will be made directly by credit transfer into your
bank or building society account on the Friday following the week you worked. Payments will only be made to a bank account of
which you are the registered account holder or joint account holder. Full payment details will appear in your pay advice slip.

Pay advice slips

You will receive your pay advice slip by email on a Thursday prior to monies clearing in your account on the Friday. Your pay advice
slip will be sent to you using the e-mail address you provided in your registration details or CV. Paper copies may be requested from
 8

your local branch in exceptional circumstances. You must inform the employment business of any changes to your postal or e-mail
address.

Tax and National Insurance

We have a legal obligation to deduct PAYE and National Insurance Contributions from your pay. To avoid paying more tax than
necessary or any delays in processing your pay, we must receive your P45, P46 or a P38s before you start your first assignment. If
you do not pay PAYE and NIC in the usual way, special arrangements must be made through your branch.

Tax code queries

Once you have supplied us with your tax documents, and started working, any queries relating to your tax code should be directed
to HMRC on 0300 2003300. Please quote the reference no that relates to your employer:

gap personnel Holdings Limited - 914/BA20477

global personnel Limited - 120/SB94842
gap technical Limited - 475/AB40131
gap personnel (TELFORD) LTD employer PAYE ref - 120/AE31648
Quattro Recruitment ta gap personnel - 531/JA43719
Quattro recruitment ta gap healthcare - 475/XB25299

You will also need to provide your Temporary Worker Reference number, which is on your pay advice slip. If you are being engaged
via an intermediary please contact them directly to obtain their reference no, you would need to quote their reference no to HMRC
not that of the employment business.

National Insurance Numbers (NI)

You must provide us with proof of your NI number. If you do not have an NI number yet, you can commence work, but you must apply
for an NI number and provide us with proof of your application. You can apply by contacting the NI number application line - open
Monday to Friday, 8am to 6pm:

Telephone: 0345 600 0643. Text phone: 0345 600 0644

Remember to bring in your NI Number as soon as you receive it.

Holiday Pay
We recognise the right to paid holiday by our temporary agency workers and employees and at all times seek to comply with
legislation.
a) Under the Working Time Regulations 1998 you qualify for paid holiday. Your holiday entitlement is 5.6 normal working weeks
(28 days if your normal working week is 5 days) paid holiday in each holiday year. This includes public holidays;
b) At some clients, your holiday entitlement may increase following completion of the 12-week AWR period, your consultant
will notify you at the point of placement and this will be detailed on your assignment schedule if this applies and to what
value;
c) Holiday destinations must be recorded on the holiday request to enable “Return to Work” procedures to be carried out (this
is particularly applicable to our industrial food clients);
d) The Leave Year means the period during which the Agency Worker accrues and may take statutory leave, commencing on
1st July and ending on 30th June*;
e) As you are paid weekly in arrears, a small % of holiday may accrue in the following weeks payroll processing relating to work
completed up to and including 30th June each year. This holiday accrual will be made available for you to take in a
reasonable timeframe of the new leave year. The timeframe will be agreed with the relevant Regional Director, taking into
account your particular contract arrangements, the date of your proposed holiday request and client requirements*;
f) Holidays may not be carried over, paid on top of a full weekly wage or to cover sickness or unauthorised absence; it will only
be processed where the holiday is actually taken. This is clearly stated in the Terms of Engagement that are issued to ALL
temporary workers;
g) Applications for holiday must be requested through your local branch and authorised by the client. If you wish to take paid
holiday it is requested that you give a minimum of one week’s written notice (where possible) of the proposed holiday dates
to your representative at the employment business.

*Where you are engaged by Quattro Group Holdings Limited / Quattro Recruitment Limited / Quattro Healthcare Ltd the leave
year commences on your assignment start date. The leave year will reset annually on the tax week in which the anniversary
date applies. Proportionate discretion will be applied as per point e.

Example of standard entitlement calculation on 40-hour wk

After 6 weeks continuous employment at the Basic of 40 hrs per week you will have accrued 0.7242 weeks. The average hours over
the 6 weeks would be 40 so your accrual would equate to 28.97 hours leave (40 average hours x 0.7242) and you could claim 28.5
hours paid leave.
 9

Example of standard entitlement calculation on 16-hour wk

After 6 weeks continuous employment at the Basic of 16 hrs per week you will have accrued 0.7242 weeks. The average hours over
the 6 weeks would be 16 so your accrual would equate to 11.59 hours leave (16 average hours x 0.7242) and you could claim 11.5
hours paid leave.

Example of standard entitlement calculation on varying hours per wk

After 6 weeks continuous employment at the Basic of 40 hrs for 3 weeks and 16 hours for 3 weeks you will have accrued 0.7242
weeks. The average hours over the 6 weeks would be 28 (3 x 40 hours + 3 x 16 hours / 6) so your accrual would equate to 20.28
hours leave (28 average hours x 0.7242) and you could claim 20 hours paid leave.

In all instances, as you are not guaranteed a standard weekly salary, the rate at which your holidays will be paid at will be
calculated by working out the average rate received over the previous 52 weeks, no account shall be taken of a week in which no
remuneration was payable, instead earlier weeks will be included to achieve the average.

Pay Queries
For any questions or queries regarding pay, please contact the local office immediately. We know how important it is to be paid
promptly and it is always our intention to ensure your pay is accurate. As a business we get paid by Hirer’s based on what we have
had authorised and paid to you so if you haven’t received accurate pay, we could also be missing out, resolving queries quickly and
effectively is a priority to us.

In the unlikely event that you need to raise a formal pay query, please do so as soon as possible. Where it requires investigation:
• We commit to providing a response within 24 hours of a pay query being logged during operational hours;
• Emergency advance payments will be paid at 70% of the total value, where the value is over £50, we will aim to process the
advance in line with the original pay date; the remainder will be processed in the following weeks payroll to account for tax,
NI and other legal contributions which must be made;
• Amendments under £50 value cannot be advanced and will be processed the following scheduled pay date;
• Errors in payments due to inaccurate banking information being provided cannot be rectified until monies are returned
from the bank. If monies are not able to be returned by the bank paid to a repayment will not be made;
• Errors in payments due to inaccurate signing in / out by the worker cannot be processed until signed agreement received
from our client that hours were completed.

SSP / SMP / SPP / SAP / bereavement query

For queries relating to eligibility of, or payment of SSP (Statutory Sick Pay), SMP (Statutory Maternity Pay), SPP (Statutory Paternity
Pay), SAP (Statutory Adoption Pay) or Bereavement Leave, please contact Charlotte Owens via the dedicated Payroll Helpline on
Tel: 0808 1785 534

P45s
Should you wish to cease working for the employment business, please request your P45 from your branch. Your P45 will be
processed the week following your final wages being paid.

11. Changing your details

We appreciate it may not always be practical for you to attend our offices around your work and where possible aim to alleviate this
by allowing you to change the following details by email notification:
a) Changing your bank details - please note, we cannot change bank details without proof that the person is the account
holder e.g. bank statement. Any changes to your bank account must be requested by 9am on the Monday of the week you
are due to be paid to guarantee monies clearing in your new account on the Friday;
b) Changing your email address;
c) Changing your address - please note, proof of address e.g. tenancy agreement, utility bill etc is required and should be
attached to the email with the change of address request. If for any reason you are unable to provide proof, are awaiting
suitable proof please contact the employment business prior to emailing your request in;
d) Changing your telephone number;
e) Changing your next of kin.

Please note, notification of changes via email will only be accepted where it originates from the email address held on record and
to which your pay advice slip is issued.

Changing your name

If you are changing your name, you must attend our offices, this cannot be completed via an email notification. Your change of
name proof must be presented in person along with your Right to Work documentation e.g. if you get married and change your
name, we will be required to obtain a copy of the marriage certificate. The employment business can advise on what documentation
you need to present based on your circumstance.
 10

Changing your Bank Details Verification

Wherever a change of bank details takes place, an SMS will be sent out to you ahead of the payroll run to advise a change of details
has taken place, and for you to contact our central team at head office on 01978 890000 if you have not actioned this request yourself
quoting reference number COD999. This message is legitimate communication from The Company, it does not contain the bank
details just a prompt that changes have been made.

12. Agency worker regulations - worker rights

The Agency Workers Regulations (AWR) came into effect on 1st October 2011, and they are probably the biggest change to legislation
for temporary workers since the introduction of holiday pay rules in 1998. It aims to ensure the fair treatment of temporary workers
who are retained on long term assignments at the same hirer. In some cases this will mean that workers will eventually be entitled
to receive the same pay, along with some benefits as if they had been engaged directly by the Hirer. There are also some changes
to your rights that will apply from the first day of your assignment with any hirer that we place you with.

Day 1 rights
From your first day on site you will be entitled to access to ‘Collective facilities and amenities’. This is not intended to extend to all
benefits which a hirer might provide to directly recruited workers or employees such as subsidised access to an off-site gym as part
of a benefit package to reward long term service or loyalty. Rather, it applies to collective facilities provided by the hirer either to
workers or employees as a whole or to particular groups of workers or employees. These may include:
a) a canteen or other similar facilities;
b) toilets/shower facilities;
c) staff common room;
d) mother and baby room;
e) prayer room;
f) food and drinks machines;
g) car parking;
h) information about job vacancies direct with the hirer;
i) a workplace crèche (NB If there is a waiting list for the child care facilities or other facilities, you would also be able to join
the list and would not be given an automatic right, you just add your name to the bottom of the list.)

This is a non-exhaustive list and acts as an indication of which kind of facilities should be included. It applies to facilities by the hirer
and therefore these facilities will usually be on-site.

Comparator entitlements
After an agency worker completes a 12 week qualifying period with the same hirer, in the same role, they will be entitled to have the
same basic terms and conditions of employment as if they had been employed directly by the hirer. They are;
a) key elements of pay - basic pay, overtime etc., and personal performance bonus that are the same as you would have
received if hired directly. This does not include profit shares or whole company bonuses that are not related to your personal
performance;
b) duration of working time e.g. if working is limited to a maximum of 48 hours a week;
c) night work;
d) rest periods;
e) rest breaks;
f) annual leave;
g) paid time off for antenatal appointments.

For any entitlement requiring a period of service – e.g. enhanced entitlement to annual leave after 12 months – the period starts at
the time the qualifying period commenced (not 12 months and 12 weeks but 12 months).

Are there any opt outs or exemptions?

a) If your assignment with the end Hirer does not exceed 12 weeks (counting from either the start date of the assignment or
the 1st October 2011 – whichever is later) then obviously you will not be entitled to post 12 week Qualifying Period rights.
b) If you work through your own limited the company then you are likely to fall outside of the scope of the legislation.
c) If you are a professional worker (e.g. Doctor, Nurse, Architect) then you are likely to fall outside the scope of the legislation.

Assignment length or duration

We operate a policy whereby all assignments will be for an initial maximum of 11 weeks. At 11 weeks we will review the requirements
of the Hirer and contractual arrangements, this is called the review period. During the review period, we will consult with the Hirer, if
you are still working in the same assignment at the end of the review period we may:
a) extend your assignment with the Hirer;
b) offer you a different assignment with the Hirer;
c) terminate your assignment with the Hirer;
d) offer you an assignment with another Hirer.
 11

What happens if we extend your contract with the Hirer?

Once you have completed your 12th continuous week, you will be entitled to receive equal pay and benefits to a comparable
permanent employee of the Hirer. If you are offered an extended assignment, we will advise you of any changes that will be made
to your pay and benefits at the end of the review period. However, you are entitled to request this information at any time during
your assignment with the Hirer.

How can I check if I am receiving my full entitlement under AWR?

If you have any questions about your entitlements you should submit these to your account manager at the earliest opportunity.
The legislation specifies a written request for information and twenty eight day response period. If you do not receive an adequate
response after 30 days, you can escalate up the chain to the Hirer. However, we will normally respond to your request within 7 - 14
days. If the information you receive suggests to you that you have not received your full AWR rights, then you should discuss this with
us to try to clarify any issues. If we identify any errors we will rectify these issues immediately (including any historical back pay etc.),
or agree revised terms and compensation as appropriate. If you feel we have not resolved the issue adequately then you should
escalate a complaint to the Managing Director. Once this process is exhausted, should you feel unsatisfied with the resolution you
can refer your complaint to ACAS.

If I submit a request for information about my AWR entitlements, is there a risk that my contract may be terminated? Absolutely
not! We respect the rights of our workers and whilst our principle concern is to maintain regular flexible employment for our workers,
we will always protect our workers rights whilst doing so. Your rights to request information and take action under this legislation are
specifically protected by regulation 17 of the AWR and to take action against a worker for exercising rights under the regulations is
an offence.

www.legislation.gov.uk/uksi/2010/93/pdfs/uksi_20100093_en.pdf
www.bis.gov.uk/assets/biscore/employment-matters/docs/a/11-949-agency-workers-regulationsguidance.pdf

13. Equal opportunities

We are committed to treating everyone equally and will not discriminate on the grounds of an individual’s “protected characteristic”
under the Equality Act 2010 (the Act). We will not discriminate on the grounds of an individual’s membership or non-membership of
a Trade Union and all workers have an obligation to respect and comply with this policy. As a business we embrace diversity and
aims to promote the benefits of diversity in all of our business activities.

Whilst representing us on a temporary assignment, you must conduct yourself in an appropriate manner whilst you are in work and
ensure that you do not discriminate against another person or engage in any conduct which may result in discrimination,
harassment, bullying or the victimisation of another individual which will not be tolerated. For the avoidance of doubt, the following
passages highlight areas of the Equality act 2010 which you are expected to abide by.

Protected Characteristic
The Equality Act 2010 makes it unlawful to discriminate against people with a ‘protected characteristic, those protected
characteristics are listed and defied below:
a) age;
b) being or becoming a transsexual person;
c) being married or in a civil partnership;
d) being pregnant or on maternity leave;
e) disability;
f) race including colour, nationality or ethnic origin;
g) religion, belief or lack of religion/beliefs;
h) sex or sexual orientation.

Age
The Act protects people of all ages. Age is the only protected characteristic that allows employers to justify direct discrimination.

Disability
Under the Act, a person is disabled if they have a physical or mental impairment which has a substantial and long term adverse
effect on their ability to carry out normal day-to-day activities, which would include things like using a telephone, reading a book or
using public transport. The Act includes protection from discrimination arising from disability. This states that it is discrimination to
treat a disabled person unfavourably because of something connected with their disability.

Gender reassignment
The Act provides protection for transsexual people. A transsexual person is someone who proposes to, starts or has completed a
process to change his or her gender. The Act no longer requires a person to be under medical supervision to be protected – so a
woman who decides to live as a man but does not undergo any medical procedures would be covered.
 12

Marriage and civil partnership

The Act protects temporary workers who are married or in a civil partnership against discrimination. Single people are not protected.

Pregnancy and maternity

A woman is protected against discrimination on the grounds of pregnancy and maternity during the period of her pregnancy and
any statutory maternity leave to which she is entitled. During this period, pregnancy and maternity discrimination cannot be treated
as sex discrimination.

Race
For the purposes of the Act ‘race’ includes colour, nationality and ethnic or national origins.

Religion and belief

In the Equality Act, religion includes any religion. It also includes a lack of religion, in other words temporary workers are protected if
they do not follow a certain religion or have no religion at all. Additionally, a religion must have a clear structure and belief system.
Belief means any religious or philosophical belief or a lack of such belief. To be protected, a belief must satisfy various criteria,
including that it is a weighty and substantial aspect of human life and behaviour. Denominations or sects within a religion can be
considered a protected religion or religious belief. Discrimination because of religion or belief can occur even where both the
discriminator and recipient are of the same religion or belief.

Sex
Both men and women are protected under the Act.

Sexual orientation
The Act protects bisexual, gay, heterosexual and lesbian people. Discrimination can come in more than one form, when you are
speaking to individuals you need to be aware of what topics you choose to share within your working environment in order not to
offend others and pose a risk of discrimination. All protected characteristics are relevant in association to discrimination.

Direct discrimination
Direct discrimination occurs when someone is treated less favourably than another person because of a protected characteristic
they have or are thought to have or because they associate with someone who has a protected characteristic.

Example
Paul, a senior manager, turns down Angela’s application for promotion to a supervisor position. Angela, who is a lesbian, learns that
Paul did this because he believes the team that she applied to manage are homophobic. Paul thought that Angela’s sexual
orientation would prevent her from gaining the team’s respect and managing them effectively. This is direct sexual orientation
discrimination against Angela.

Discrimination by association
This is direct discrimination against someone because they associate with another person who possesses a protected characteristic.

Example
June works as a project manager and is looking forward to a promised promotion. However, after she tells her boss that her mother,
who lives at home, has had a stroke, the promotion is withdrawn. This may be discrimination against June because of her association
with a disabled person.

Perception discrimination
This is direct discrimination against an individual because others think they possess a particular protected characteristic. It applies
even if the person does not actually possess that characteristic.

Example
Jim is 45 but looks much younger. Many people assume that he is in his mid 20s. he is not allowed to represent his company at an
international meeting because the Managing Director thinks that he is too young. Jim has been discriminated against on the
perception of a protected characteristic.

Indirect discrimination
Indirect discrimination can occur when you have a condition, rule, policy or even a practice in your company that applies to everyone
but particularly disadvantages people who share a protected characteristic. Indirect discrimination can be justified if you can show
that you acted reasonably in managing the situation, i.e. that it is ‘a proportionate means of achieving a legitimate aim’.

A legitimate aim might be any lawful decision you make in running your business or organisation, but if there is a discriminatory
effect, the sole aim of reducing costs is likely to be unlawful. Being proportionate really means being fair and reasonable, including
showing that you’ve looked at ‘less discriminatory’ alternatives to any decision you make. Annex 1 contains an example of indirect
discrimination.
 13

Example
A small finance company needs its staff to work late on a Friday afternoon to analyse stock prices in the American finance market.
The figures arrive late on Friday because of the global time differences. During the winter some staff would like to be released early
on Friday afternoon in order to be home before sunset – a requirement of their religion. They propose to make the time up later
during the remainder of the week. The company is not able to agree to this request because the American figures are necessary to
the business, they need to be worked on immediately and the company is too small to have anyone else able to do the work. The
requirement to work on Friday afternoon is not unlawful indirect discrimination as it meets a legitimate business aim and there is no
alternative means to available.

14. Dignity at work

As part of our overall commitment to equal opportunities, we are fully committed to promoting a harmonious working environment.
All workers have the right to be treated with respect and dignity, in an environment free from harassment, victimisation and bullying.

Harassment
Harassment is “unwanted conduct related to a relevant protected characteristic, which has the purpose or effect of violating an
individual’s dignity or creating an intimidating, hostile, degrading, humiliating or offensive environment for that individual”.
Harassment applies to all protected characteristics except for pregnancy and maternity and marriage and civil partnership.
Temporary workers will now be able to complain of behaviour that they find offensive even if it is not directed at them, and the
complainant need not possess the relevant characteristic themselves. Temporary workers are also protected from harassment
because of perception and association.

Example
Steve is continually being called gay and other related names by a group of employees at his work, homophobic comments have
been posted on the staff noticeboard about him by people from this group. Steve was recently physically pushed to the floor by one
member of the group but is too scared to take action. Steve is not gay but heterosexual; furthermore the group know he isn’t gay.
This is harassment because of sexual orientation.

Harassment by others
The Equality Act makes you potentially liable for harassment of your employees or workers by people who are not employees or
workers of your company, such as customers or Hirers. You may be liable when you are aware that harassment has taken place,
and have not taken reasonable steps to prevent it from happening again.

Example
Chris manages a Council benefits Office. One of his staff, Frank, is gay. Frank mentions to Chris that he is feeling unhappy after a
claimant made homophobic remarks in his hearing. Chris is concerned and monitors the situation. Within a few days the claimant
makes further offensive remarks. Chris reacts by having a word with the claimant, pointing out that this behaviour is unacceptable.
he considers following it up with a letter to him pointing out that he will ban him if this happens again. Chris keeps Frank in the picture
with the actions he is taking and believes he is taking reasonable steps to protect Frank from harassment.

Bullying
Bullying means any unwanted behaviour that makes someone feel intimidated, degraded, humiliated or offended. It is not
necessarily always obvious or apparent to others, and may happen in the workplace without an employer’s awareness. Bullying can
be between two individuals or it may involve groups of people. It might be obvious or it might be insidious. It may be persistent or an
isolated incident. It can also occur in written communications, by phone or through email, not just face-to-face. Examples of bullying
behaviour could include:
a) spreading malicious rumours, or insulting someone;
b) exclusion or victimisation;
c) deliberately undermining an individual by constant criticism;
d) unfair treatment.

Victimisation
Victimisation occurs when a temporary worker is treated badly because they have made or supported a complaint or raised a
grievance under the Equality Act; or because they are suspected of doing so. A temporary worker is not protected from victimisation
if they have maliciously made or supported an untrue complaint. A complainant will not need to compare their treatment with that
of a person who has not made or supported a claim under the Act.

Example
Anne makes a formal complaint against her manager because she feels that she has been discriminated against because of
marriage. Although the complaint is resolved through the organisation’s grievance procedures, Anne is subsequently ostracised by
her colleagues, including her manager. She could claim victimisation. With this in mind, regardless of your individual beliefs or
opinions whilst you are in work representing us, your conduct should reflect this and you should treat all individuals how you expect
to be treated.
 14

15. Preventing hidden labour exploitation & Stronger Together

We are proud to be approved business partners of Stronger2gether. Stronger Together is a multi-stakeholder initiative aiming to
reduce human trafficking, forced labour and other hidden third-party exploitation of workers. The initiative was developed by the
ALP, GLAA and migrant help and is being driven by the majority of the UK’s major supermarkets and retail chains.

As a UK leading industrial recruiter, we realise we are in at the front line of the recruitment process and key to tackling the problem
of hidden labour exploitation. We commit to developing and adopting a proactive approach to tackling hidden labour exploitation.

Hidden labour exploitation is exploitation of job applicants or workers by third party individuals or gangs other than the employer or
labour provider including rogue individuals working within these businesses but without the knowledge of management. It includes:
a) forced labour and human trafficking for labour exploitation;
b) payment for work-finding services;
c) work-related exploitation such as forced use of accommodation.

It is understood that it is often well hidden by the perpetrators with victims, if they perceive of themselves as such and are reluctant
to come forward.

Our commitments:
a) Complying with Human Rights legislation ensuring all employment is freely chosen;
b) Precluding the use of child labour and ensuring that the minimum age for workers is consistent with national laws and
regulations;
c) Respecting the rights of temporary workers to join or form legally recognised trade unions of their own choosing and to
bargain collectively;
d) At no point will we retain the identity papers of any applicants or workers;
e) Accommodation will not be sourced, provided or recommended by us. it is the sole responsibly of our workers to source
their own;
f) Accept that job finding fees are a business cost, and will not allow these to be paid by job applicants.;
g) Ensure that labour sourcing, recruitment and worker placement processes are under the control of trusted and competent
staff members;
h) Provide information on tackling “Hidden Labour Exploitation” to our workforce through a variety of formats such as
workplace posters, worker leaflets, induction, other training;
i) Positively encourage and support employees and agency workers to report such exploitation which may be occurring within
their communities.
j) Should you be concerned, have suspicion or become aware of human trafficking, forced labour and or any other hidden
third-party exploitation of workers please make your manager aware so we can report it to the appropriate authorities and
work together to abolish these illegal activities

http:// stronger2gether.org/

16. Just Good Work App

Just Good Work is a free interactive mobile app, giving job-seekers and workers critical information and advice for everything
needed on the journey to work, from recruitment, to employment and life in a new destination, to moving on or returning home. We
encourage all job applicants to download the ‘Just good work app’.
 15

Key features of the app:

• Available in multiple languages (inc. English / Ukrainian / Polish / Bangla);

• Accurate and up-to-date information and advice ranging from employment rights to practical aspects (e.g. weather,
culture and housing);
• Advice on good recruitment practices, immigration requirements, travel and practicalities for migrant workers whilst still
in their country of origin;
• Allows the user to store personal documents on the app that they may need to provide when seeking employment e.g.
copy of c.v. / references / proof of identity documents;
• Interactive checklists to help users track what they may need and when whilst seeking employment;
• Includes the answers to many frequently asked questions regarding employment in the UK.

17. Ethical trading

As a responsible corporate business, we aim to act in a socially responsible manner at all times by respecting the economic, social,
cultural, political and civil rights of those employed through our business and complying with Human Rights legislation. As such, we
and our suppliers commit to ensure that:
a) employment is freely chosen;
b) freedom of association and the right to collective bargaining are respected;
c) working conditions are safe and hygienic;
d) child labour shall not be used;
e) living wages are paid;
f) working hours are not excessive;
g) no discrimination is practised;
h) regular employment is provided;
i) no harsh or inhumane treatment is allowed

18. Complaints Policy and Procedure

The Company is committed to providing a high-level of service to our customers. If you are not satisfied with the level of service you
have received, we encourage you to inform us. This will help us to improve our standards. The Company procedure requires a
specific escalation route to be followed for all complaints. In the first instance, please contact your local branch and escalate your
concerns to the branch manager by phone so that we can try to resolve your complaint informally.

If you feel that the response is unsatisfactory and requires further investigation, please refer your complaint to an Operations Director
– contact details for the Operations Director best suited to deal with your complaint can be obtained from your local branch.

If at this stage you are still not satisfied with the response, you can then submit your complaint directly to the HR Department.

In all instances, to obtain correct contact details, whether that be for post, email or telephone please refer to the contact details
section of our website https://www.gap-personnel.com/contact.

Formal Investigations
The HR department will investigate complaints in a timely and confidential manner. Individuals not involved in the complaint or the
investigation should not be told about it. The investigation will be conducted by someone with appropriate experience and no prior
involvement in the complaint. The investigation should be thorough, impartial, objective and carried out with sensitivity and due
respect for the rights of all parties concerned.

The HR department will acknowledge receipt of your complaint and keep you informed of all updates throughout the process. An
investigation meeting will be held with you usually within one week of receiving your complaint, so that you can give your account
of events. The investigator will arrange further meetings with you as appropriate throughout the investigation.

Where your complaint is about an employee or worker of The Company, the investigator will also meet with the alleged person who
have the right to be told the details of the allegations against them, so they can respond.

Where your complaint is about someone other than an employee or worker, such as customer, supplier or visitor we will consider
what action may be appropriate to protect you and anyone involved in the pending outcome of the investigation, bearing in mind
the reasonable needs of the business and the rights of that person. Where appropriate, we will attempt to discuss the matter with
the third party.

It may be necessary to interview witnesses to any of the incidents mentioned in your complaint. If so the importance of confidentiality
will be emphasised to them.
 16

At the end of the investigation, the HR department will write a report of the findings of the investigation and the outcome to your
complaint.

You will be kept informed at all stages of the investigation process and should there be any delays you will be informed.

Action following Investigation

If the HR Department considers that the points raised in your complaint have been upheld, prompt action will be taken to address it.

If, following the investigation, you are still not satisfied you can write to the REC, our trade association of which we are a member
marked for the attention of the Consultancy and Compliance Team:
REC,
Dorset House,
1st Floor, 27 – 45 Stamford Street,
London,
SE1 9NT).

NOTE: In any event, we will comply with any statutory procedures that may relate to your complaint.

19. WHISTLEBLOWING POLICY

The Company is committed to conducting its business with honesty and integrity and aims to achieve the highest possible standards
of service and ethical standards in all of its practices. We expect all staff to maintain the same high standards too; however, all
organisations face the risk of things going wrong and sometimes malpractice and wrongdoing can take place. We take such cases
very seriously and aim to prevent and eliminate any wrongdoing or malpractice within the organisation. We therefore encourage all
staff to raise any concerns they may have about malpractice or wrongdoing within the organisation freely and without fear of
suffering a detriment or dismissal to enable us to eliminate and prevent these practices taking place within the organisation.

We will treat any concerns raised seriously and will protect and support any individual who makes a disclosure in line with this policy.
This policy does not form part of any contract, The Company reserves the right to amend this policy at any time without prior notice.

Who can raise a concern under this policy?

This policy applies to all current and former employees, workers, officers, consultants, contractors of our business, including home
workers, trainees, apprentices, agency workers, casual workers and limited company contractors. No qualifying length of service is
required in order to raise a concern under this policy.

When to use this policy?

This policy should be used to report concerns of malpractice or wrongdoing in relation to our organisation’s activities where you
have information which you reasonably believe tends to show one or more of the following:
• that a criminal offence has been committed, is being committed or is likely to be committed; or
• that a person has failed, is failing or is likely to fail to comply with any legal obligation to which he or she is subject;
• that a miscarriage of justice has occurred, is occurring or is likely to occur; or
• that the health or safety of an individual has been, or is being or is likely to be endangered; or
• that the environment has been, is being or is likely to be damaged; or
• that any of the above malpractices have been, are being or are likely to be deliberately concealed. This applies whether
the malpractice has already occurred, is currently in progress, or is likely to happen in the future.

You must reasonably believe that the disclosure is being made in the public interest. It doesn’t matter if you are mistaken about your
concern but you must have information that tends to show some malpractice or wrongdoing rather than an opinion or a feeling.

Any other concerns about our services generally which are not related to the types of wrongdoing or malpractice covered by this
policy should be raised using our complaints policy instead.

How to raise a concern

If you have any concerns of the types of malpractice or wrongdoing covered by this policy, you should in the first instance make a
disclosure to your immediate superior. Agency workers should disclose concerns to the consultant who is responsible for managing
their assignment.
• If, for any reason, you feel that you cannot tell your immediate superior, or in the case of an agency worker the consultant
responsible for managing your assignment, you should raise the issue with The Company’s HR Department;
• If you have made a disclosure and are still concerned, or the matter is so serious that you feel you cannot discuss it with
either of the two persons named above, you should raise the matter with the following member of management: Mark
Roberts, Managing Director.

A disclosure of a concern can be made by telephone, in person or in writing (including by email). However, it is preferable for the
disclosure to be made in writing so that we can keep an exact record of your concern. You are not expected to prove the truth of
 17

your concern beyond reasonable doubt or provide any evidence; however, you will generally need to provide the following
information as a minimum:
• the nature of the concern;
• why you believe it to be true;
• the background and history of the concern; and
• relevant dates where possible.

You can raise any concerns anonymously; however, we encourage you to give your name when reporting your concern wherever
possible because it may be more difficult for us to protect your position or give you feedback on the outcome of investigations if you
choose to remain anonymous.

You may wish to consider discussing your concern with a colleague before raising it formally under this policy. You can also choose
to raise a concern under this policy alone or with a colleague; however, it is in the interests of all parties to maintain confidentiality
once you have raised a formal concern.

Confidentiality
All concerns raised will be treated as confidential and every effort will be made not to reveal the identity of any individual who raises
a concern. Unless the law requires otherwise, we will only make disclosures to third parties or other staff with your consent.

Protection and support for those raising a concern

The Company is committed to good practice and high standards and to being supportive of staff who raise genuine concerns under
this policy, even if they turn out to be mistaken. We hope that all staff will feel able to voice their concerns freely under this policy.
• Any individual raising a genuine concern must not suffer any detriment as a result of doing so. If you believe that you have
suffered such treatment, you should inform the HR Department immediately;
• The Company will not tolerate any harassment or victimisation of individuals who raise concerns about wrongdoing or
malpractice in the workplace. No member of staff may threaten or retaliate against an individual who has raised a concern.
Any person involved in such conduct may be subject to disciplinary action and in some cases, will be liable to a claim for
compensation brought against them personally;
• To ensure the protection of all our staff and the integrity of our business, those who raise a concern frivolously, maliciously
and/or for personal gain and/or make an allegation they do not reasonably believe to be true and/or not made in the
public interest may also be subject to disciplinary action;
• If you are not happy with the way in which a matter has been addressed or dealt with you should raise it formally using our
complaints procedure. Employees of The Company can use our grievance procedure to address the issue instead.

20. GDPR - Privacy Notice

Collection and use of personal data
The Company will collect your personal data and process your personal data, which may include sensitive data, for the purposes of
providing you with our services.

Purpose of processing and legal bases

The legal bases we rely upon when providing and/or offering to provide these services to you are:
a) Legal Obligation
b) Contractual Obligation
c) Legitimate Interest
d) Consent
e) Public Interest
f) Vital interest of data subject

Overseas Transfers
The Company may transfer the information you provide to us to countries outside the European Economic Area (‘EEA’). The most
common reason for this is since our parent company Open Up Group Inc. is based in Japan.

Automated Decision-Making
To a limited extent, certain activities within the screening and suitability process will include automated decision-making. The
primary function where automated decision-making processes are utilised is via technology platform implemented to validate an
individual’s Right to work in line with government legislation. The outcomes of the technology implemented may produce legal
effects on the individual or similarly significant affects for the individual. Where the automated decision-making process:
a) Validates an individual’s right to work, the services may be provided;
b) Is unable to be validated and an alert is issued by the technology platform, a manual checking process will be engaged in
order to identify if the right to work of the individual can be established and therefor whether or not services can be provided;
c) Determines the individual does not have the right to work, services will not be able to be provided;
 18

d) Identifies the right to work documentation submitted for validation does not belong to the individual presenting it or it is
stolen, fraudulent or counterfeit this will be reported to the necessary authorities and services will not be able to be provided.

Data access restriction and retention

The Company will retain your personal data and/or sensitive data only for as long as is necessary. Different laws require us to keep
different data for different periods of time.

Where services have not been provided If we have not provided you with our services, or had valuable contact with for two
consecutive years, your personal data will be deleted from our systems save where we believe in good faith that the law or other
regulation requires us to preserve it.

Where services have been provided Your personal details may be included in several documents created during the course of our
contract with you. To comply with legal requirements e.g. HMRC, UK Visas and Immigration, The Conduct of Employment Agencies
and Employment Businesses Regulations 2003, Agency Workers Regulation, HSE and tax legislation, your data will be kept by The
Company for 7 tax years from the last date on which services were provided to you.

Security precautions in place to protect the loss, misuse or alteration of data

We are committed to taking all reasonable and appropriate steps to protect the personal information that we hold from misuse,
loss, or unauthorised access. We do this by having in place a range of appropriate technical and organisational measures, e.g.:
a) encryption of our services and data;
b) review our information collection, storage and processing practices, including physical security measures;
c) restrict access to personal access to personal information;
d) internal policies setting out our data security approach and training for employees, these include measures to deal with
any suspected data breach.

Your rights
Please be aware that you have the following data protection rights:
a) The right to be informed about the personal data the Company processes on you;
b) The right of access to the personal data the Company processes on you;
c) The right to rectification of your personal data;
d) The right to erasure of your personal data in certain circumstances;
e) The right to restrict processing of your personal data;
f) The right to data portability in certain circumstances;
g) The right to object to the processing of your personal data that was based on a public or legitimate interest;
h) The right not to be subjected to automated decision making and profiling; and
i) The right to withdraw consent at any time. Where you have consented to the Company processing your personal data and
sensitive personal data you have the right to withdraw that consent at any time by completing on-line request (click here)
or emailing Data Protection Officer dpo@gap-personnel.com

Complaints or queries
If you wish to complain about this privacy notice or any of the procedures set out in it please contact: Data Protection Officer by
emailing dpo@gap-personnel.com You also have the right to raise concerns with the Information Commissioner’s Office (ICO) on
0303 123 1113 or at https://ico.org.uk/concerns/ or any other relevant supervisory authority should your personal data be processed
outside of the UK, if you believe that your data protection rights have not been adhered to.
To view our up to date privacy notice, please visit: https://www.gap-personnel.com/useful-documents

21. Benefits - pensions FAQ’S

1. What is auto-enrolment?
A new law that means we must automatically enrol every worker into a workplace pension scheme if they are aged between 22 and
State Pension age, earn more than £10,000 a year and work in the UK.

2. What happens if I already pay into a private pension?

It is possible to have both a workplace pension and your own personal pension and continue paying into both. Unless you opt out
you will also be required to pay into the workplace pension.

3. If I were to leave, do I lose the money I paid in?

No, the money will remain in your pension fund and will be available to draw out once you reach pension age.

4. If I join and then return to my native country, what will happen to my contributions?
Please speak to the workplace pension provider for more information.

5. What happens if I have more than one job with the employment business?
The pension contribution will be calculated on the pensionable pay you receive each week.
 19

6. What happens if I don’t want to join the auto enrolment pension scheme?
If you are automatically enrolled into the workplace pension, or elect to join, you will receive some useful joiner information about
the scheme and about managing your pension online. This will explain the process for opting out and further action can only be
taken when you have received the pack.

Further information is available at: https://www.gov.uk/workplace-pensions/about-workplace-pensions

The Company pension provider is The People’s Pension. Save where you are engaged by Quattro Group Holdings Limited /
Quattro Recruitment Limited / Quattro Healthcare Ltd the Pension Provider is Nest

22. Benefits – Care First

Through our partnership with Care first, we are proud to offer a free worker support line to help you with all kinds of practical and
emotional issues including:

• Work-life balance
• Relationships
• Childcare
• Health and wellbeing
• Debt
• Disability and illness
• Careers
• Bereavement and loss
• Stress
• Eldercare
• Life events
• Immigration
• Anxiety and depression
• Family issues
• Bullying and harassment
• Education
• Consumer rights
• Workplace pressure
• Translation services

The service is free to all of gap personnel’s workers. There is no registration process and all conversations are strictly confidential. To
use the worker support line simply call 0800 174 319 to speak with a professional counsellor or information specialist. For more
information please visit: www.carefirst-lifestyle.co.uk.

23. Health and safety - the policy

It is our policy to ensure, as far as is reasonably practicable, that we protect and promote the health, safety and welfare of all
temporary workers through the provision of a safe working environment, safe equipment and safe systems of work.

Additionally, it is our intention to safeguard all people and assets in so far as they are affected by our operations, including temporary
workers, visitors, contractors and the general public.

Our Hirers have a responsibility to:

a) comply with all requirements of The Health and Safety at Work etc Act 1974 (as amended) and other legislation and codes
of practice;
b) review health and safety arrangements on an ongoing basis to ensure their effectiveness and continuous improvement;
c) provide and maintain locations, equipment and systems of work that are safe and without risks to health;
d) establish emergency procedures as required;
e) promote safety and reduce hazards;
f) detail specialist skills or qualifications required by the temporary worker to carry out an assignment together with related
health and safety information;
g) pass to the temporary worker all information on health and safety issues connected with the assignment;
h) unless otherwise agreed with us, our Hirers are to complete a health and safety induction for all new staff (including
temporary staff), retain induction and training records on file and where requested make these available to us;
i) tell the workforce the name of his/her authorised health and safety representative;
j) record any accidents or injuries in their accident record book and report to the health and safety executive, in accordance
with current requirements. Pass on the information to the local branch of the employment business.
 20

The employment business’ responsibilities:

a) to conduct inspections of Hirers’ premises to satisfy ourselves that the health and safety practices of the site are acceptable
prior to the initial introduction of a worker;
b) to obtain information in relation to any risk assessments conducted by the Hirer, health and safety training that will be
delivered to the workers and obtain evidence of the necessary liability insurances being in place by the Hirer, prior to the
initial introduction of a worker;
c) to pass on to the worker all relevant information obtained from the Hirer in relation to known health and safety risks,
measures taken by the Hirer to prevent or control risks and any information regarding PPE, Uniform, or equipment required;
d) to ensure workers have received health and safety training from the Hirer and to act immediately should it become
apparent that training has not been delivered;
e) to co-operate fully in the investigation of accidents.

Temporary worker responsibilities

Every Temporary Worker has a legal duty to take reasonable care of their own health and safety and that of other persons who may
be affected by their actions and/or omissions. In particular, every Temporary Worker has a duty to:
a) Observe the Hirer’s Health and Safety Policy at all times and ask for sight of the Policy before starting any assignment;
b) Take care to follow any safety regulations, including wearing the correct PPE required for the assignment;
c) Be responsible for your own health and safety at work but also take reasonable care for the health and safety of others (e.g.
other Temporary Workers, contractors, customers etc.), who may be affected by your acts or omissions at work;
d) Never misuse or interfere with anything provided in the interest of health, safety or welfare;
e) Never operate/handle equipment for which they have not been trained;
f) Immediately report any perceived hazard or risk, accident, injury, dangerous occurrence or damage to property to their
Line Manager;
g) Co-operate fully in the investigation of accidents.

24. Health and safety - manual handling

As the majority of roles will include some aspect of manual handling we have detailed some important information for you. Manual
handling regulations cover the tasks involving supporting or transporting loads by physical human effort. You should familiarise
yourself with good handling techniques as hazards are not only presented by heavy loads. The basic rule of manual handling on
your assignment is “think before you lift”. Please remember all of the following and, if in doubt, then ask.
a) You must inform your Line Manager if you have had a previous history of back pain;
b) Stop and think before you lift. Ensure you have enough space, be aware of any obstructions, don’t lift unless you have to!;
c) Get help if the load is beyond your capacity, don’t try to lift it on your own;
d) Look out for sharp edges, nails, wires and splinters;
e) Stand close to the load, feet slightly apart, one in front of the other to balance the load;
f) Bend your knees;
g) Keep the back upright (this maintains the spine’s natural curves) and lift with the legs;
h) Keep the shoulders level and in the same direction as the hips;
i) Keep the load close to the trunk for as long as possible and do not twist when turning to one side;
j) If you need to position the load, put it down first then slide it into the desired position.

Lifting
WRONG! GOOD BASE MOVEMENT

Pushing Pulling
WRONG! RIGHT WRONG! RIGHT
 21

25. Health and safety - first aid and accidents

Reporting accidents is really important. All accidents, no matter how small, must be reported to us, the employment business, and
the designated Hirer representative. All accidents must be recorded in the Hirer’s Accident Record Book, maintained by the Hirer’s
designated First Aider. If you have an accident, get first aid treatment immediately. The smallest cut, if neglected, could result in
infection.

26. Health and safety - fire

Learn the fire drill for every place you work - each one may be different. Make sure you know:
a) how to raise the fire alarm;
b) the fire evacuation procedure;
c) where the fire extinguishers are and how to use them;
d) the whereabouts of all fire exits.

You must ensure that you are fully conversant with and comply with the fire and other emergency procedures and take part in all
drills as organised / notified by us and / or the Hirer.

You must ensure that you do not render any fire escape or fire escape routes at the site unavailable for emergency use, nor cause
any obstruction at any time to any staircases, passages, walkways, entrances and exits or any other part of the site.

27. Health and safety - special notes for food production

assignments
Temporary workers must inform us immediately if they are suffering from any of the following conditions and are due on an
assignment within a food production environment: food poisoning; typhoid/ paratyphoid; dysentery; hepatitis; influenza; ear or
throat infection; stomach upset; open sores; eczema. Please note that under no circumstances should you work in a food
environment whilst suffering from any of these ailments. After an instance of sickness and diarrhoea you must stay off work for 48
hours after the last instance.

If you become ill whilst on shift, you must notify your supervisor of the circumstances immediately. In any event of sickness related
absence, a return to work interview will be completed prior to you returning to site.

General procedures
a) Hands must be washed frequently, especially after using the toilet, after breaks, before starting work and between tasks.
Cuts and sores must be covered. Nails must be short and unvarnished. Acrylic false nails are not acceptable;
b) Hair must be clean and neat. If long it must always be tied back and secured under protective head wear when working in
a food preparation or service area;
c) Jewellery: with the exception of plain wedding rings and plain stud earrings, should not be worn while on duty;
d) Personal hygiene: please take care with personal freshness. Frequent washing and the use of deodorants are
recommended. Ensure that your uniform is clean and fresh;
e) Sickness: Ensure you do not cough or sneeze near food. If you do hands must then be washed immediately.

28. Statement of best practice

We continually review our terms of engagements, rules and policies to ensure that they remain, at least, comparable to best practice
within similar organisations. Appropriate amendments will be made to reflect changes to best practice, for reference the most recent
version will always be available on our website.

gap personnel group

Pulford House
Bell Meadow Business Park
Park Lane, Pulford, Chester, CH43 9EP
Tel: 01978 294201