Our feedback
and complaints
process
We aim to provide you with the best service. If you want to give us any feedback or have a complaint, please let us know.
We take all feedback seriously and want to improve our service to you.
You can feedback by:
- Talking to your Case Manager, or their manager
- Calling us on 0800 138 1689 (freephone number).
We will:
- Review your feedback or complaint quickly and keep you updated
- Treat you with respect.
- Investigate fairly
- Send you a full reply
- Let you know what to do if you are unhappy with our reply
- Record and monitor all feedback and complaints
- Continue to improve our service.
Your feedback will not change our service to you.
If you are unhappy with our reply, you can send a formal complaint by:
- Completing a complaints form at the Maximus office, which will be sent to our Quality Assurance Team
- Emailing your complaint to quality@maximusuk.co.uk
- Calling us on 0800 138 1689 (freephone number)
- Writing to the Maximus UK Quality Assurance Team, 18c Meridian East, Meridian Business Park, Leicester LE19 1WZ
What happens next?
Stage one:
- Our Quality Assurance Team will let you know we have got your complaint within 2 working days of receiving it.
- Your complaint will be looked at by a manager, and we will reply within 10 working days.
What if you are not happy with the response?
- If you are not happy with our reply at stage one, please contact the Quality Assurance Team again within 10 working days.
Stage two:
- Our Quality Assurance team will let you know we have got your request within 2 working days of receiving it.
- Your complaint will be looked at by a manager, and we will reply within 10 working days.
- If you are still not happy with our reply at stage two, please contact our Quality Assurance Team within 10 working days of getting our stage two reply.
Stage three:
- Our Quality Assurance Team will let you know we have got your request within 2 working days of receiving it.
- Your complaint will be looked at by our Senior Leadership Team. They will review and provide a final response within 20 working days. This decision will be final.
If you are not happy with our final response, please email complaintsreview@homeoffice.gov.uk who are a team within the Home Office.