Feedback and complaints
Ingeus is committed to providing a high-quality service. If you are not satisfied with our service, please let us know so that we can improve.
Our feedback procedure
Ingeus aims to provide the highest standards of service in everything that we do. We actively seek feedback and we are interested to know what you think of our service. If there are things that you think we do particularly well or things that you think we could do better we would like to hear from you.
If you have any suggestions about how we could improve our service or if you wish to make comments relating to the service that we provide please send an email to feedback@ingeus.co.uk
Alternatively, comment cards are available from the reception desk in each Ingeus office, and you can complete these and post in the suggestions box provided. You may include your contact details or remain anonymous if you wish. All suggestions and comments containing contact details will be acknowledged.
Our complaints procedure for clients
If there are instances where you are not satisfied with the service and you wish to make a formal complaint then please follow the complaints procedure outlined below:
In the first instance please raise this with your Advisor. If you are unhappy with the response then please ask to speak with the Office Manager at your local Ingeus office.
If you are not satisfied with the response please complete a Complaint Form (available from the reception desk at your local Ingeus office or here) and submit it for the attention of the Operations Manager. You should keep a copy for your records.
You will receive an acknowledgement letter within three days of us receiving your complaint, and the Operations Manager will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 14 calendar days of sending you the acknowledgement letter.
If you are unable to put your complaint in writing please ask the Receptionist to book an appointment for you to meet with the Operations Manager to discuss your complaint in more detail.
If at this point you feel that your complaint has still not been resolved please send your written complaint form to our Complaints Officer at the address below within 21 days. If we have not heard anything further within two months we will consider the matter to be closed.
Complaints Officer
Ingeus
4th floor, Equipoint Business Centre
1506-1508 Coventry Road
Yardley
Birmingham
B25 8AD
You may also send your complaint form by email to complaints@ingeus.co.uk
If you are unable to put your complaint in writing then please telephone the Complaints Officer on 0121 386 6984, where your complaint will be recorded and then dealt with as per the procedure below.
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within three working days of us receiving the complaint.
- We will then investigate your complaint. This will normally involve passing your complaint to the Regional Director, who will review and investigate your complaint.
- The Regional Director will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 14 calendar days of sending you the acknowledgement letter.
If we have to change any of the timescales above we will let you know and explain why.
