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Comments and complaints

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 four stage process.

You can make your complaint in the format which you feel most comfortable with, including:

  • Speaking to your advisor or their manager
  • By email at quality.matters@mail.remploy.co.uk
  • In writing to your branch or direct to Quality Matters, 18C Meridian East, Meridian Business Park, Leicester LE19 1WZ

Informal

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.

Formal

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 two working days and your complaint will be investigated. We will aim to respond to your concerns within 20 working days.

Advanced Formal

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.

Director Review

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 are not satisfied with the Final response, you can contact the Independent Case Examiner (ICE) to consider your complaint. You should contact them within six months from the date of this letter. The ICE service is provided by the Department for Work and Pensions (which includes Jobcentre Plus) and offers a free, impartial service but does not consider matters of law or government. ICE will only investigate complaints that have gone through the above process. ICE can be contacted:

  • By email at ice@dwp.gov.uk which is their preferred contact
  • By telephone on 0845 606 0777 or
  • In writing at PO Box 209, Bootle L20 7WA

Website: Independent Case Examiner

You can also, at any time, contact your MP who may be able to send your complaint to the Parliamentary and Health Service Ombudsman. The Ombudsman normally (but not always) expects you to have exhausted both the provider complaints process and the ICE services before they accept a complaint for investigation. 

The Ombudsman investigates complaints that government organisations have not acted properly or fairly or have provided a poor service. To find out more, please contact: 

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Telephone: 0345 015 4033
Website: www.ombudsman.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.

Registered office:

Remploy Limited
18c Meridian East
Meridian Business Park
Leicester LE19 1WZ

Registered number: 09457025 (England and Wales)
VAT number: GB207281428