Our goal is to provide a high quality and customer-focused service at all times. We take all feedback and complaints very seriously.

The procedures below outline how you can provide feedback, or make a complaint.

Our feedback procedure

Ingeus aims to provide the highest standards of service in everything we do. We actively seek your feedback and we want to know what you think of our service. If you think we do some things really well or there are things we could do better, we would like to hear from you.

If you have any suggestions or comments about our service, please send an email to feedback@ingeus.co.uk.

You may include your contact details or remain anonymous if you wish. If you choose to let us know who you are by including your details, we will get in touch to let you know we have seen your feedback.

Our complaints procedure

If you are unsatisfied with the service we have provided and you wish to make a formal complaint, please follow the complaints procedure outlined below.

In the first instance please raise the complaint with your advisor/ key worker/ caseworker/ educator. If you are unhappy with their response then please ask to speak with the office manager or contact our complaints team by the following means:

Email

You can email your complaint to complaints@ingeus.co.uk

Phone

You can call the Ingeus complaints team on 0121 386 6984 or 0800 321 3148.

Write to us

You can write to the Complaints Team at the address below, or alternatively you can download a copy of our complaints form here and send it to:

Complaints Officer
Ingeus UK
Fourth Floor
35 Livery Street
Livery Place
Birmingham
B3 2PB

What happens next?

1. The complaints team will acknowledge receipt of your complaint within three working days of receiving it.

2. The complaints team will review and investigate your complaint fully. This may involve gathering information from other areas of the business.

3. Within 14 working days of acknowledging your complaint, the team will send you a detailed written reply, including how they have investigated and resolved your complaint.

If the complaint has not been resolved to your satisfaction, please contact the complaints team within 21 days. If we have not heard anything within two months of our resolution, we will consider the matter to be closed.

What will happen if I remain dissatisfied with the Complaint team’s resolution?

4. Our team will send you a second letter acknowledging receipt of your complaint within three working days of us receiving it.

5. We will then investigate your complaint further which involves the Corporate Shared Services Team Manager reviewing your complaint independently.

6. The Corporate Shared Services Team Manager will send you a final response letter, including details of the investigation and how we have resolved your complaint within 14 days of the date on the acknowledgement letter.

If we have to change any of the timescales above we will let you know and explain why.