Restart Scheme
Please raise any initial issues, concerns or complaints with your Provider. If you feel that this is inappropriate, you can email: restart.complaints@serco.com
A representative of Serco or your Provider will contact you within 24 hours to acknowledge your complaint. Your Provider will then gather more details before conducting an investigation. Following the conclusion of their investigation, they will issue a Stage 1 Formal Response to you, in writing, within 5 working days of receipt of your complaint.
The Formal Response will outline their findings and proposed resolution. If for any reason they are unable to conclude their investigation within this timeframe, they will inform you in writing of the date you can expect to receive their response.
If you are unhappy with the Stage 1 Formal Response, you can escalate your concerns to the Provider’s Senior Management.
If you are unhappy with the Stage 1 Formal Response, you can escalate your concerns to the Provider’s Senior Management within 6 months of the response by contacting restart.complaints@serco.com.
A representative of Serco or the Provider’s Senior Management will contact you within 24 hours to acknowledge the escalation of your complaint to Stage 2.
The Provider’s Senior Manager will then gather more details before conducting an investigation. Following the conclusion of their investigation, they will issue a Stage 2 Formal Response to you, in writing, within 5 working days of receipt of your escalation.
The Formal Response will outline their findings and proposed resolution. If for any reason they are unable to conclude their investigation within this timeframe, they will inform you in writing of the date you can expect to receive their response.
If you are unhappy with the Stage 2 Formal Response, you can escalate your concerns to Serco’s Senior Management Team.
If you are unhappy with the Stage 2 Formal Response, you can escalate your concerns to Serco’s Senior Management Team within 6 months of the response by contacting restart.complaints@serco.com.
Serco will contact you within 24 hours to acknowledge the escalation of your complaint to Stage 3.
A member of Serco’s Senior Management Team will then gather more details before conducting an investigation, which will include reviewing the history of the complaint and previous Formal Responses to ensure they get a balanced view of the situation. Following the conclusion of their investigation, they will issue a Stage 3 Formal Response to you, in writing, within 5 working days of receipt of your escalation.
The Formal Response will outline their findings and proposed resolution. If for any reason they are unable to conclude their investigation within this timeframe, they will inform you in writing of the date you can expect to receive their response.
If you are unhappy with the Stage 3 Formal Response, you can escalate your concerns to the Independent Case Examiner.
If you are unhappy with the Stage 3 Formal Response and wish to progress your complaint further, you can write to the Independent Case Examiner at the address below.
Please ensure before you write to the Independent Case Examiner that you have followed the previous escalation stages. Independent Case Examiner’s Office PO Box 209, BOOTLE, L20 7WA By email at ice@dwp.gov.uk which is their preferred contact.
By telephone on 0800 414 8529. The Independent Case Examiner reviews complaints about certain government organisations that deal with benefits, work and financial support.
They act as an impartial referee for people who feel they have been treated unfairly or are unhappy with the way in which their complaint has been dealt with by the business or agency.
Escalation of a complaint to the Independent Case Examiner can result in one of three possible outcomes: Resolution; Settlement or Investigation Report.
