As a Remploy customer, we aim to offer you the highest standard of service and treat you with respect at all times. We do understand that, on occasion, you may not be entirely satisfied with the service you have received and wish to make a complaint. To make this process as straightforward as possible, we have outlined below our commitment to you together with our 4 stage process.
You can make your complaint in the format which you feel most comfortable with, including:
- Speaking to your advisor or their manager
- Email – email@example.com
- By telephone – 0300 4568119
- Tell Us What you Think leaflet
- In writing to your branch or direct to Quality Matters, 18C Meridian East, Meridian Business Park, Leicester LE19 1WZ
In the first instance, you should raise any concerns to your advisor or their manager who will discuss possible solutions to try and resolve your complaint quickly, within 10 working days.
If you feel more comfortable complaining directly to Remploy or, if you are unhappy with how your Supply Chain Partner dealt with your original complaint, please contact Quality Matters using the information detailed above. You will receive an acknowledgement within 2 working days and your complaint will be investigated. We will aim to respond to your concerns within 20 working days.
If you are still not happy with the response you have received then please let us know and we will escalate your complaint to the next level. You can expect a response within 20 working days however, we will keep you informed if this period needs to be extended.
If you continue to be dissatisfied with the proposed resolution to your concerns following the Advanced Formal stage you may request that your complaint is further investigated or escalated to the Director Review stage.
If you are then satisfied with the proposition, the Quality Team will close the complaint. However, internal quality processes related to improvement action will continue. The Director Review is the conclusion of the complaints procedure.
The Independent Case Examiner (ICE)
If you have complained to Remploy and are still not happy with the response you have received, you can contact the Independent Case Examiner (ICE). ICE is impartial, and can mediate between both parties to come to a resolution. Please note that ICE will only investigate complaints that have gone through the above process. Their contact details are:
Independent Case Examiner, PO Box 155, Chester, CH99 9SA
Phone: 0845 606 0777 Website: www.ind-case-exam.org.uk
You may withdraw your complaint at any stage; however, Remploy will follow up on any improvement action as a result of the complaint for continuous improvement purposes.