Comments and Complaints

Our Customer Complaints handling procedure

At Maximus UK, we are committed to providing the best quality service. However, we recognise that from time to time there may be a need for you to raise a concern about an aspect of our work or the conduct of our staff. We take all feedback very seriously and we are continually working to improve the level of service we offer. 

Below you will find the different ways you can contact us, what you can expect when you do contact us and how we use your ideas to make sure that we offer the highest level of customer service. 

Our pledge to you is that we will:

How to raise your complaint

  • Talk to your Maximus UK representative or their Line Manager and they will try to resolve any issues you have
  • If you feel that the issue has not been resolved, you can submit a complaint in the following ways:
    • Hand in the complaints form at the centre and they will forward it to the Maximus UK Quality Assurance Team
    • Email your complaint to quality@maximusuk.co.uk
    • Write to Maximus UK Quality Assurance Team, 18c Meridian East, Meridian Business Park, Leicester LE19 1WZ

What happens next?

  • Stage one: The Maximus UK Quality Assurance Team will acknowledge your complaint once they have received it within 2 working days.
  • The complaint will be investigated by Maximus UK and a response will be completed within 10 working days.
  • If the complaint has not been responded to within 10 working days, you will receive an update on the progress of the resolution by means of an interim update letter or email.

What if you are not happy with the response?

Once you have received the initial response and if you feel the issue has still not been resolved, please contact the Maximus UK Quality Assurance Team within 10 working days.

  • Stage two: The Maximus UK Quality Assurance Team will acknowledge your request to escalate once they have received it within 2 working days.
  • The Maximus UK Quality Assurance Team will escalate your complaint to the most relevant Maximus UK Line Manager for investigation, and a response will be provided within 10 working days.
  • If you feel the issue has still not been resolved, please contact the Maximus UK Quality Assurance Team within 10 working days of receipt of the stage one escalated response.
  • Stage three: The Maximus UK Quality Assurance Team will acknowledge your request to escalate once they have received it within 2 working days.
  • The Maximus UK Quality Assurance Team will escalate your complaint to the appropriate member of the Maximus UK Senior Leadership Team, who will review your case and provide a final response within 20 working days. The decision of the Senior Leadership Team will be final.

What if you are not happy with the final response?

The Independent Case Examiner (ICE)

You can ask 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 can be contacted:

• By email at ice@dwp.gov.uk, which is their preferred contact.
• By telephone on 0800 414 8529 or
• In writing at PO Box 209, Bootle L20 7WA

Learn more about ICE

The Parliamentary and Health Service Ombudsman

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:

• In writing at Millbank Tower, Millbank, London SW1P 4QP
• By telephone on 0345 015 4033

Read more about Parliamentary and Health Service Ombudsman

If you are partaking in our Skills delivery in Greater London

You can ask the Greater London Authority (GLA) to consider your complaint. You can contact them within 12 months from the date of this letter.

You can post your complaint to the GLA complaints team:

• Provider Complaints
Skills and Employment Unit
Greater London Authority
169 Union Street
London SE1 0LL

Email your complaint to the GLA complaints team

If you are partaking in our Skills delivery in Greater Manchester

You can ask the Greater Manchester Combined Authority (GMCA) to consider your complaint. You can contact them within 12 months from the date of this letter.

You can email or post your complaint to the GMCA.
• When emailing ensure that you include ‘Complaint’ in the email subject heading
• Skills and Employment Team (Adult Education)
GMCA
Churchgate House
56 Oxford Street
Manchester M1 6EU

Email your complaint to the GMCA