Comments and Complaints

Our Customer Complaints handling procedure

At Maximus UK, we are committed to providing the best quality service. However, we recognise that from time to time there may be a need for you to raise a concern about an aspect of our work or the conduct of our staff. We take all feedback very seriously and we are continually working to improve the level of service we offer.

Below you will find the different ways you can contact us, what you can expect when you do contact us and how we use your ideas to make sure that we offer the highest level of customer service.

Our pledge to you is that we will:

1. Handle your complaint swiftly and keep you informed of the situation
2. Treat you with respect
3. Investigate all complaints thoroughly and objectively
4. Send you a full response which addresses all the issues you have raised
5. Provide clear guidelines about what to do if you are unhappy with our response
6. Record and monitor all complaints
7. Take the relevant actions to continually improve the level of service we offer

How to raise your complaint

• Talk to your Maximus UK representative or their Line Manager and they will try to resolve any issues you have
• If you feel that the issue has not been resolved, you can submit a complaint in the following ways:
  • Hand in the complaints form at the centre and they will forward it to the Maximus UK Quality Assurance Team
  • Email your complaint to quality@maximusuk.co.uk
  • Write to Maximus UK Quality Assurance Team, 18c Meridian East, Meridian Business Park, Leicester LE19 1WZ

What happens next?

• Stage one: The Maximus UK Quality Assurance Team will acknowledge your complaint once they have received it within 2 working days.
• The complaint will be investigated by Maximus UK and a response will be completed within 10 working days.
• If the complaint has not been responded to within 10 working days, you will receive an update on the progress of the resolution by means of an interim update letter or email.

What if you are not happy with the response?

Once you have received the initial response and if you feel the issue has still not been resolved, please contact the Maximus UK Quality Assurance Team within 10 working days.

• Stage two: The Maximus UK Quality Assurance Team will acknowledge your request to escalate once they have received it within 2 working days.
• The Maximus UK Quality Assurance Team will escalate your complaint to the most relevant Maximus UK Line Manager for investigation, and a response will be provided within 10 working days.
• If you feel the issue has still not been resolved, please contact the Maximus UK Quality Assurance Team within 10 working days of receipt of the stage one escalated response.
• Stage three: The Maximus UK Quality Assurance Team will acknowledge your request to escalate once they have received it within 2 working days.
• The Maximus UK Quality Assurance Team will escalate your complaint to the appropriate member of the Maximus UK Senior Leadership Team, who will review your case and provide a final response within 20 working days. The decision of the Senior Leadership Team will be final.