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 us via the form below. 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. This 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 Contract Director.

If you are unhappy with the Stage 2 Formal Response, you can escalate your concerns to Serco’s Contract Director within 6 months of the response by contacting us via the form below.

Serco will contact you within 24 hours to acknowledge the escalation of your complaint to Stage 3. The Serco Contract Director will then gather more details before conducting an investigation. This investigation will include reviewing the history of the complaint and previous Formal Responses to ensure a balanced view of the situation is obtained.

Following the conclusion of the investigation, the Contract Director 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 expected date you can 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 that you have followed the previous escalation stages before you write to the Independent Case Examiner.

Independent Case Examiner's Office PO Box 209, Bootle, L20 7WA.

ice@dwp.gov.uk (Preferred method of contact)

Telephone: 0800 414 8529

The Independent Case Examiner reviews complaints about certain government organizations 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 their complaint has been handled 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.