Acceptable Use Policy
1. Complaints Policy
1. Purpose
TSOR Med is committed to providing a safe, reliable, and professional platform.
This policy explains how Users can raise concerns and how complaints are handled.
2. Types of Complaints
Complaints may relate to:
- Platform services;
- Payments;
- Bookings;
- Communication;
- Verification decisions;
- User behaviour;
- Professional conduct;
- Data protection concerns;
- Technical issues.
3. How to Make a Complaint
Complaints should include:
- Your name;
- Account details;
- Booking reference (if applicable);
- Description of the issue;
- Relevant evidence;
- Desired outcome.
Complaints can be submitted to: support@tsormed.co.uk
4. Complaint Handling Process
Stage 1 – Acknowledgement
We aim to acknowledge complaints within 3 working days.
Stage 2 – Investigation
We may review:
- Platform records;
- Messages;
- Booking information;
- Payment records;
- Verification documents;
- Statements from involved parties.
Stage 3 – Outcome
We aim to provide a response within 20 working days where reasonably possible.
If more time is required, we will explain why.
5. Healthcare Safety Concerns
Concerns involving:
- Patient safety;
- Unsafe clinical practice;
- Professional misconduct;
- Safeguarding;
may be escalated to:
- The relevant employer;
- Healthcare organisation;
- Professional regulator;
- Appropriate authority.
6. Appeals
If you disagree with an outcome, you may request a review.
Requests should include:
- Reasons for disagreement;
- Additional evidence;
- Desired resolution.
7. Confidentiality
Complaints will be handled confidentially.
Information may be shared where necessary for:
- Investigation;
- Legal obligations;
- Safeguarding;
- Regulatory reporting.
2. Platform Rules & Community Standards
1. Our Community Principles
TSOR Med connects healthcare professionals and organisations responsible for patient care.
All users are expected to maintain:
- Professionalism;
- Respect;
- Honesty;
- Accountability;
- Patient-centred behaviour.
2. Professional Communication
Users must:
- Communicate respectfully;
- Respond within reasonable timescales;
- Provide accurate information;
- Avoid aggressive or inappropriate language.
3. Candidate Standards
Healthcare Professionals must:
- Arrive prepared;
- Communicate promptly;
- Maintain professional appearance;
- Respect workplace policies;
- Protect confidentiality.
4. Employer Standards
Employers must:
- Provide accurate shift information;
- Treat professionals fairly;
- Provide safe working environments;
- Respect agreed rates and conditions.
5. Patient Confidentiality
Users must never share:
- Patient names;
- Medical records;
- Photographs;
- Identifiable clinical details;
through Platform messaging or reviews.
6. Reviews and Ratings
Reviews must be:
- Genuine;
- Fair;
- Relevant;
- Respectful.
Users must not:
- Threaten poor reviews;
- Exchange reviews for benefits;
- Publish confidential information.
7. Zero Tolerance Behaviour
TSOR Med does not tolerate:
- Harassment;
- Racism;
- Sexism;
- Discrimination;
- Threats;
- Violence;
- Fraud;
- Unsafe clinical behaviour.
8. Enforcement
Breaches may result in:
- Warnings;
- Removal of content;
- Temporary suspension;
- Permanent removal;
- Referral to professional regulators.
Questions about this document? Email support@tsormed.co.uk and we will send you a copy.
Aidstar Limited trading as TSOR Med · Company number 16026627