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:

  • Handle your complaint quickly and keep you updated
  • Treat you with respect
  • Investigate all complaints fairly
  • Send you a full reply
  • Let you know what to do if you are unhappy with our reply
  • Record and monitor all complaints.

Your complaint 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 site, which will be sent to our Quality Assurance Team
  • Emailing your complaint to support-feedback@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?

  • We will acknowledge your complaint within two business days.
  • A manager will contact you within five business days to discuss a resolution. We aim to resolve complaints within 10 business days.

Escalation

If you are unhappy with the resolution, you can escalate your complaint within 10 business days by contacting support-feedback@maximusuk.co.uk. Your complaint will be reviewed by a senior manager, who will contact you to discuss a resolution.

If you are not happy with our final response, please email complaintsreview@homeoffice.gov.uk who are a team within the Home Office.