F

TEMPORARY
WORKER
HANDBOOK
 WELCOME TO
STAFFLINE

We’re the UK’s largest recruiter and workforce

provider, proudly partnering with some of the
country’s best-loved brands for over 30 years
Contents
Welcome to Staffline 5
Your pay and hours 6
Holiday and absence 10
Complaints, conduct and behaviour 13
Data protection and privacy notice 19
Family matters 29
Transport to work 33
Health and safety 34
 04
Welcome to Staffline

We’re the UK’s largest recruiter and workforce provider, proudly

partnering with some of the country’s best-loved brands for over
30 years. With branches nationwide and over 1,000 clients using
our services, we’re committed to making work simple and always
putting people first – which means helping you find the right
opportunity, right away.

Our commitment to you

Our aim is to find temporary assignments for you. If these
assignments are offered and accepted you will work for us on a
Contract for Services basis as a worker, not an employee.
We are dedicated to making sure you receive first-class service
from us, which is why we’ve put this handy booklet together. It
explains our commitment to you and your rights and
responsibilities as a member of the Staffline team.
We’re sure you’ll find it useful, and it should answer any initial
questions you have. However, if you do have any other questions
that aren’t covered in this booklet, contact your Staffline
representative who will be more than happy to help you.
Please keep this booklet safe as it’s your information guide on
Staffline.

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 05
Your Pay and Hours

Hours of work
Working days, start and finish times and break times may change
from one assignment to the next. Your Staffline representative will
let you know your hours and the pay for each assignment before
you start the new position. These details will also be on your
assignment details form.
Occasionally, hours can be changed at short notice, so you’ll need
to be flexible. But, make sure you reach out to your Staffline
representative if you’re unsure of your shift times.

Overtime
Any overtime offered is completely voluntary. If the client asks
you to work any additional hours, contact your Staffline
representative to make sure you’re paid correctly.
Keep in mind, any additional hours you work are not necessarily
paid at a higher rate.

What do you do if you feel forced into working

additional hours?
If you feel you’re being pressured into working additional hours,
or you are not receiving your rest breaks, please contact your
on-site Staffline representative for support.

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 05
Your Pay and Hours

Timekeeping
It’s important you’re on time for work. If you think you might be
late for a shift for any reason, contact your Staffline representative
as soon as possible.

How do you record hours you’ve worked?

You’ll be told how you are expected to sign or clock in during your
induction or on your first day. You’ll also be told how to record your
break.
Following site procedures for recording hours is important. Not
doing so may result in a delay in your pay or us being unable to
prove your hours worked. If you’re unsure of any procedures, make
sure you ask.

Payment of wages
You’ll be paid directly into your bank account on a weekly basis (on
the Friday after the week you worked).
All payments are made into the bank account you provided during
your registration. Your wages cannot be paid into someone else’s
bank account other than your spouse, partner or family member,
and as long as they are also currently working for Staffline.
If you didn’t provide your bank details during the application
process, contact your Staffline representative to avoid a delay in
processing your payments.

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 05
Your Pay and Hours

Unless otherwise agreed, non-working days, travel time and breaks

will not be paid.

How will you receive your payslip?

Your payslip will be emailed to the address you gave us during your
application process. This will arrive before you get paid each Friday.

Tax and National Insurance

We’re required by law to deduct Pay As You Earn (PAYE) tax and
National Insurance (NI) from your gross wage.
If you believe you’re on the wrong tax code or you have any queries
regarding your tax deductions, please contact the HMRC directly.
Call: 0300 200 3300
Alternatively, you can write to them at: HMRC, Howard House,
Castle Meadow Road, Nottingham, NG2 1AB.

P45s
If you no longer wish to be considered for assignments, please let
your Staffline representative know in writing.
Your P45 will be posted to your registered address after the final
payment has been made to you. If you don’t inform us that you no
longer wish to be offered further work, processing your P45 may be
delayed.

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Your Pay and Hours 05

Personal details
It’s important that your personal details are up to date, so we can
contact you about available shifts and make sure you’re paid
correctly.
If you change any of your personal details, such as phone number,
home address, bank details, email address or emergency contact
details, contact your Staffline representative as soon as possible
and they will update your record.

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Holiday and absence 06

Holiday and absence

You’re entitled to up to 5.6 weeks’ annual leave per year. This
includes bank holidays. However, many of our clients class bank
holidays as a normal working day, so you will not automatically be
paid for them. Instead, you will need to request them as holiday to
be paid.

How to request holiday

If you want to take a holiday, please contact your Staffline
representative. You may be asked to submit a holiday form. You
will need to give at least twice as much notice as the holiday period
requested.
We want to support any holiday requests, but due to our client
requirements this may not always be possible. Therefore, we
advise that you not book travel arrangements before having the
holiday approved.

How is holiday paid and accrued?

Payment for holiday will be made a week in arrears – the same as
normal wages. Your holiday year commences from your start date.
You cannot be paid instead of actually taking holidays, except on
the termination of your assignment with us.

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 06
Holiday and absence
Can you carry over holiday to the next year?
Holidays cannot be carried over into the next year.

Absence
It’s always your decision which assignments you accept, but if
you’re booked to work and are unable to attend for any reason,
you must inform your Staffline representative at least two hours
before the start of the shift.
If you’re on an assignment and unable to complete the working
day, you will need to contact your Staffline representative before
leaving the premises.

What to do if you’re off sick

If you’re booked to work and are unable to attend because of
sickness, accident or injury, you must let your Staffline
representative know, on the site number provided, at least two
hours before the start of the shift.
If you don’t follow this rule, unless in the case of exceptional
circumstances, your assignment may be ended.
Before returning to work after sickness, you must first contact a
Staffline representative to complete a return-to-work form and
follow any other client-specific procedures.

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 06
Holiday and absence
How are you paid for time off sick
As long as you’re booked to work on an assignment, you’ve
followed Staffline’s notification procedure, your earnings are high
enough, and you qualify, you may be entitled to SSP.
Most Staffline assignments are short and are confirmed on a daily
or weekly basis. If we can’t cover the work you would’ve been
doing, we may need to consider whether your assignment should
be terminated.

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Complaints, conduct and 07

behaviour

General complaints
If you’re experiencing any problems at work or have a complaint,
reach out to your Staffline representative who’ll be able to support
you to get your concerns resolved.
We always do our best to resolve any complaints fairly and
promptly, providing you with a full response after our investigation.

How to make us aware of your concerns

1. Most issues can be resolved by speaking to your Staffline
representative.
2. If you feel you can’t talk to your manager or if your Staffline
representative is not able to resolve your concerns, please
request to speak to the Staffline site manager.
3. If after speaking with your Staffline representative and the
site manager, you feel the complaint still isn’t resolved,
please put your complaint in writing and send through to
enquiries@staffline.co.uk

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Complaints, conduct and 07

behaviour

Complaints about pay

We aim to pay you accurately and on time, but if you have any
queries or complaints, please follow these steps:
1. Discuss the matter with your Staffline representative on
site.
2. If your on-site Staffline representative is not able to resolve
your query, please contact our payroll department on 0115
950 0885

Equal opportunities, discrimination and harassment

At Staffline, we’re committed to treating everyone in the same
way, regardless of the following ‘protected characteristics’: age,
disability, gender reassignment, race, religion or belief, sex, sexual
orientation, marriage or civil partnership, pregnancy and maternity.
Staffline does not accept any unlawful harassment or
discrimination on these or any other grounds.
Anyone who suffers from or witnesses discrimination or
harassment has the right to raise a complaint. Staffline takes such
matters very seriously and no one who makes a statement or
complaint in good faith will suffer any adverse consequences.

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Complaints, conduct and
08
behaviour

Whistleblowing
We encourage a free and open culture and if you need to a raise
sensitive issue, please contact the Staffline confidential helpline,
Safecall (an independent company). They operate a 24/7 and
confidential service.
For example:
• A criminal offence, eg, fraud
• Someone’s health or safety is in danger
• Risk or damage to the environment
• A miscarriage of justice
• The company is breaking the law, eg, doesn’t have the right
insurance
• You believe someone is covering up wrongdoing

You can contact Safecall:

• On the phone: 0800 915 1571
• Via email: staffline@safecall.co.uk
• Online: www.safecall.co.uk/report

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Complaints, conduct and
08
behaviour

Your conduct and behaviour

When on an assignment, you’re representing Staffline, and the
offer of any future assignments may depend on your good conduct.
We expect you:
• To take reasonable steps to safeguard your own and others’
health and safety
• To comply with the client’s rules and reasonable
instructions. These will be detailed in your site induction
• To provide a good standard of care and skill in your job
• To treat the client’s staff, fellow workers, Staffline workers
and visitors with courtesy and respect
• To work with the best interest of Staffline and the client in
mind

What will happen if you fail to follow our Code of

Conduct?
If we reasonably determine that you’ve not been working in line
with our code of contact, your assignment may be ended with
immediate effect. However, such matters will be fairly investigated
and dealt with accordingly. If you’re ever unsure of what is
expected from you, please speak with your Staffline representative.

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Complaints, conduct and
07
behaviour

Please remember that under the terms of your Contract for

Services, either Staffline or the client may terminate an assignment
without prior notice or liability at any time.

Modern slavery and worker welfare

At Staffline, we work with other organisations to help eliminate
modern slavery in the UK. We take the issue of labour exploitation
seriously and are totally committed to looking after and protecting
all our workers from this terrible crime.
We work discreetly and professionally to identify signs of
exploitation, and we work with the authorities to help potential
victims of trafficking and provide the evidence for cases.
We encourage all our workers to report any signs of mistreatment
through the various confidential channels. And feel free to talk to
us in your native language; we have translators at hand.

Helpline
The Modern Slavery Helpline number is: 08000 121 700
We are a business partner in the Stronger Together initiative, to
help reduce Modern Slavery in the UK. To find out more, please
visit: http://stronger2gether.org/

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Complaints, conduct and
behaviour 07

What should you do if you are asked to pay for work?

We assure you that no fees are payable by you for work-finding
services. At no time should you offer or be asked for gifts or money
in connection with any assignment with Staffline. If you’re in doubt
about any of this then please contact the compliance department
on 0115 950 0885 or email compliance@staffline.co.uk

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Data protection and privacy
08
notice

Staffline is registered with the Data Protection Registrar and we

ensure that
we adhere to the General Data Protection Regulations 2018.
We will only process your personal data in order to properly fulfil
our obligations under our agreement with you and as otherwise
required by law in accordance with the GDPR.
Such processing will be for the purposes of arranging future
assignments, payroll and administration and to monitor compliance
with the law and best practice in terms of equal opportunities and
non-discrimination. Our Privacy Notice below provides further
details on how we collect and process your personal data.

Privacy Notice
Staffline Recruitment Ltd (a Company incorporated in England and
Wales having its registered office at 19-20 the Triangle, NG2
Business Park, Nottingham, NG2 1AE), care about your privacy and
are committed to processing your personal information in
accordance with fair information practices and applicable data
privacy laws.

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Data protection and privacy
notice 08

Scope
This notice explains how Staffline handles the personal information
of all data subjects such as Workers, applicants, interims, former
Workers, dependents, beneficiaries, Workers, consultants and
temporary agency workers in the course of its human resources
activities. We may amend this notice from time to time, should it
become necessary to do so.

Collection and Use of Personal Information

We will process your personal information to administer our
relationship with you and in the our legitimate interests to run our
businesses. We may collect, use and transfer your personal
information through automated and/or paper-based data
processing systems. We have established routine processing
functions (such as processing for regular payroll and benefits
administration). We also process personal information on an
occasional or ad hoc basis (such as when a Worker is being
considered for a particular new position or in the context of
changes to its marital status for example).
In the normal course of human resources activities, we can collect
the following types of personal information:
• Personal identification information, such as your name,
home address, date of birth, gender, work- related
photographs, and home phone number;

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Data protection and privacy 08

notice
• Government-issued identification numbers, such as
national ID for payroll purposes;
• Immigration, right-to-work and residence status;
• Family and emergency contact details;
• Job-related information, such as years of service, work
location, worker ID, work record, vacation absences, and
contract data;
• Educational and training information, such as your
educational awards, certificates and licenses, vocational
records and in-house training attendance;
• Recruitment and performance-related data, such as
objectives, ratings, comments, feedback results, career
history, work equipment, career and succession planning,
skills and competencies and other work-related
qualifications;
• Information related to your usage of Staffline’s assets;
• Information needed for compliance and risk management,
such as disciplinary records, background check reports and
security data; and
• Payroll- and payment or benefits-related information, such
as salary and insurance information, dependents,
government identifier or tax numbers, bank account
details, and worker related benefits information.

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Data protection and privacy 08

notice
We also use a survey platform, which, from time to time you may
be invited to complete. You are not obliged to complete any survey
you may receive from Staffline. We carry these out in our
legitimate interests to monitor the performance of our service to
understand and improve customer satisfaction.

We process personal information for the following purposes: (1)

workforce planning, recruitment and staffing; (2) workforce
administration, payroll, compensation and benefit programs; (3)
performance management, learning and development; (4)
advancement and succession planning; (5) legal compliance,
including compliance with government authority requests for
information, liens, garnishments and tax compliance; (6) workplace
management, such as travel and expense programs and internal
health and safety programs, (7) internal reporting, (8) audit; (9) to
protect Staffline, its workforce, and the public against injury, theft,
legal liability, fraud or abuse; and (10) other legal and customary
business-related purposes.

In addition, we may process sensitive personal information if it is

needed for legitimate business objectives or if it is required to
comply with applicable law. Sensitive personal information will not
be collected, processed or transferred, except where adequate
privacy protection mechanisms are in place and after having first
obtained your informed consent, if required by law.

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Data protection and privacy 08

notice
Your personal information may be passed to the client and vice
versa. Such data may include confirmation of your performance on
a specific assignment, which the client may provide to us so that we
can ensure you are performing at the standard requirements.
Information will only be shared to ensure we can administer our
relationship with you. We will not pass any personal data that is not
necessary to fulfil our obligations to you and the client.

Disclosures
We may disclose your personal information for our legitimate
purposes or a 3rd parties legitimate interests, for the continuity of
our business / service, in the following circumstances:
• Other Staffline entities, joint ventures, subWorkers,
vendors or suppliers who perform services on our behalf for
the aforementioned purposes; or
• A newly formed or acquiring organization if Staffline is
involved in a merger, sale or a transfer of some or all of its
business;

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Data protection and privacy 08

notice
We may also disclosure your details to any recipient:
• if we are legally obliged to, such as by applicable court
order or law;
• with your consent, such as for worker verification or bank
loans; or
• when reasonably necessary such as in the event of a life-
threatening emergency.

Choice
We respect your right to object to any uses or disclosures of your
personal information that are not (i) required by law, (ii) necessary
for the fulfillment of obligations(e.g., terms and conditions), or (iii)
required to meet the legitimate interests of Staffline as an
employer (such as disclosures for internal auditing and reporting
purposes or other processing covered by this notice). If you do
object, we will work with you to find a reasonable accommodation.

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Data protection and privacy 08

notice
International Transfers
Your personal information may be transferred outside of the
country where you work, including to countries that do not provide
the same level of protection for your personal information. Staffline
is committed to protecting the privacy and confidentiality of
personal information when it is transferred. Where such transfers
occur, we will assure that adequate protection exists either through
appropriate arrangements or as required by law.

Accuracy
We take reasonable steps to ensure that personal information is
accurate, complete, and current. Please note that you have shared
responsibility with regard to the accuracy of your personal
information. Please notify your Staffline representative of any
changes to your personal information or that of your beneficiaries
or dependents.

Access
You may reasonably access and update the personal information
pertaining to you that is on file with Staffline. You can exercise this
right by contacting your local Human Resources department.
• Your ability to access and correct personal information is
not limited by transfers of personal information – the ability
shall exist regardless of where personal information is
physically situated within Staffline.

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Data protection and privacy 08

notice
• Your right to access your personal information may have
some restrictions. For example, access may be denied (i) in
the case of recurrent access requests within a short time
interval, or (ii) where providing such access or correction
could compromise the privacy of another person or
unreasonably expose sensitive company information.

Right to Erasure
You have the right to ask for data to be erased provided that the
personal data is no longer necessary for the purposes for which it
was collected, you withdraw consent (if the legal basis for
processing is consent), you exercise your right to object, set out
below, and there are no overriding legitimate ground for
processing, the data is unlawfully processed, the data needs to be
erased to comply with a legal obligation or the data is children’s
data and was collected in relation to an offer of information society
services;

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Data protection and privacy 08

notice
Security
Staffline takes precautions to protect personal information from
loss, misuse, and unauthorised access, disclosure, alteration, and
destruction. We have taken appropriate technical and
organisational measures to protect the information systems on
which your personal information is stored and we require our
suppliers and service providers to protect your personal
information by contractual means.

Retention
Your personal information will be retained as long as necessary to
achieve the purpose for which it was collected, usually for the
duration of any relationship and for any period thereafter as legally
required or permitted by applicable law. Please refer to our
Retention Policy for further details.

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Data protection and privacy 08

notice
Handling Privacy Concerns
If you have any questions about this notice or if you believe that
your personal information is not handled in accordance with the
applicable law or this notice, you have several options:
• Consult the ICO to report your concern via the helpline
0303 123 1113
• Contact the ICO https://search.ico.org.uk/ico/search
• Discuss the issue with your supervisor or another supervisor
or manager

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 09
Family Matters

What to do if your circumstances change?

As soon as you’re aware of any changes, such as you or your
partner becoming pregnant or deciding to adopt, contact your
Staffline representative who will be able to discuss next steps.

Maternity pay
You may be entitled to Statutory Maternity Pay (SMP) if:
• You’ve worked for Staffline for at least 26 weeks up to and
including the 15th week before your baby is due
• Your earnings are high enough
• You are still pregnant on the 11th week before your
expected week of child birth
• You have given us at least 28 days’ notice of when you
intend SMP to start
• You have provided evidence of the date your baby is due
(this can be obtained by your doctor on a MATB1 form)
You must have stopped working wholly or partly because of
pregnancy. You cannot receive wages and SMP at the same time.
The amount of SMP you receive will be based on 90% of your
average earnings for the first six weeks and is then paid at a
statutory set rate or 90% of your earning for the rest of the time

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 09
Family Matters
(whichever is lower). SMP is paid for up to 39 weeks.
SMP will be paid into your bank account and will be subject to
deductions for tax and National Insurance. If you do not qualify for
SMP you may be entitled to claim Maternity Allowance.

How much leave are you entitled to?

The minimum amount of time off you must take after having a
baby is two weeks, or four weeks for factory work. Once you’ve
decided to return to work there’s no right to return to the same
assignment.
You’re entitled to reasonable paid time off to attend antenatal
appointments if you have 12 weeks’ qualifying service.

Paternity pay
You may be entitled to Statutory Paternity Pay (SPP) if:
• You’ve worked for Staffline for at least 26 weeks up to and
including the 15th week before the baby is due
• Your earnings are high enough
• You are the biological father of the child or the mother’s
husband or partner
• You have or expect to have responsibility for the child’s
upbringing

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 09
Family Matters
SPP is paid for one or two weeks at a statutory weekly rate or 90%
of your average weekly earnings (whichever is lower). You are also
entitled to paid time off to accompany a partner to up to two
antenatal appointments if you have 12 weeks’ qualifying service.

Shared parental leave

You may be entitled to Shared Parental Pay (SPP) if the mother
chooses to end her statutory maternity pay early and if:
• You’ve worked for Staffline for at least 26 weeks up to and
including the 15th week before your baby is due
• Your earnings are high enough
• You share responsibility for the child
• Your partner is eligible for Statutory Maternity Pay
Shared Parental Pay is paid at 90% of your average weekly earnings
or at a set statutory rate, depending on which is lower.

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 09
Family Matters

Adoption pay
If you’re going to adopt a child, you may be entitled to Statutory
Adoption Pay.
You will be entitled if:
• You’ve worked for Staffline for at least 26 weeks prior to
being placed with the child
• Your earnings are high enough
• You’ve given notice to Staffline
• You’ve provided proof or adoption
Statutory Adoption Pay is paid at a set rate or 90% of your earnings,
whichever is lower.

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 10
Transport to Work

Transport to work
At some client sites, we offer an optional transport to work service.
If you want to use the service, there’s a daily charge to cover the
cost.
As the charge will be deducted by a direct debit, you’ll need to
complete an authorisation form.
You can cancel or withdraw from this service at any time without
penalty. However, it’s your responsibility to cancel the direct debit.

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 11
Health and safety

You’ll be working under the supervision and direction of our client,

but you’ll still need to make sure you’re familiar with, and comply
with, the rules and procedures at each site. Any health and safety
rules or procedures will be explained to you at your site induction.

What are your responsibilities?

• Make sure you’re wearing the correct protective clothing
and using the necessary safety equipment. If you see
anyone else wearing protective clothing or using safety
equipment that you’re not, ask, and if it’s not available, do
not work. Instead, speak to your Staffline representative.
• Assess risks to your own safety. Stop working immediately if
you feel unsafe and report it to the client and your Staffline
representative.
• Work towards any client safety instructions and regulations.
• Report accidents and unsafe incidents to the client
• You should inform Staffline of any health conditions or if
you are pregnant as soon as possible to ensure appropriate
actions are taken.

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Health and safety

How to report an accident

If you have an accident at work, you must report your injuries to
your Staffline representative and to the client so that it can be
logged. If appropriate, the client will then conduct an accident
investigation – or we will.
Before starting any assignment, you should make sure you’re
aware of who the first aiders on-site are.

Use of equipment
You shouldn’t operate any machinery, equipment or vehicles
without the appropriate qualifications and training. If you haven’t
been given training, speak to your Staffline representative before
starting work.

Fire safety
Help to avoid fires by keeping fire doors shut and by not blocking
escape routes or fire exits. You should also make yourself familiar
with the emergency evacuation routes, fire call points, fire exits and
the fire assembly point on site.

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Health and safety

Safe lifting
To reduce the likelihood of injury, always follow these simple steps
to correctly lift an item.
1. Get a firm footing
I. Keep your feet apart for a stable base
II. Point your toes outwards
2. Bend your knees
I. Do not bend at the waist when lifting or putting down a
load. It adds the weight of your body to the load
3. Tighten your stomach muscles
II. Abdominal muscles support your spine when you lift,
offsetting the force of the load
4. Use your leg muscles
I. As you begin to lift, let your leg muscles do the hard
work – not your weaker back muscles
5. Keep the load close to your body
I. Keeping the load you’re lifting close to your spine puts
less pressure on your back
6. Keep your back upright
I. When lifting or lowering a load, do not bend at the
waist. And avoid twisting

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Health and safety
Health and safety signs

You may see signs around the site you’re working at that are
unfamiliar to you. If you’re in doubt, ask what the sign means.
Here are the most common signs that you could see on your
assignments and what they mean.
Prohibited, ie, don’t

Warning, ie, beware

Health and safety points

Mandatory instructions

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Important Information

Staffline helpline
If you’re experiencing any issues with your assignment and haven’t been
able to resolve them from talking to your Staffline representative and
escalating to the senior manager on site, please contact us:
Write to: 19-20 The Triangle, NG2 Business Park Nottingham NG2 1AE
Email: enquiries@staffline.co.uk
Call: 0115 950 0885

Pensions
Should you have any questions regards to your pension, please contact
NEST on 0300 02 00090

HMRC
Should you have any queries with regards to your tax deductions you can
contact the HMRC on 0300 200 3300
Alternatively, you can write to them at
HMRC, Howard House, Castle Meadow Road, Nottingham, NG2 1AB.

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 19 - 20 The Triangle
NG2 Business Park
Nottingham
NG2 1A
Email: enquiries@staffline.co.uk