Blue Corner Decoration

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.