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Your feedback matters
At Serveco Limited, we value every voice. Whether you are receiving support, a family member, or a healthcare professional involved in someone’s care, your experiences help us to improve, grow, and celebrate what we do well. We welcome all feedback from recognising the things we’re doing brilliantly to highlighting areas where we can do better. Our feedback process is designed to be simple, respectful, and person-focused, ensuring that every comment is heard and acted upon. Your input helps us continue to provide the highest quality of care and support.
Share a compliment
At Serveco Limited, we love hearing when things go well. Every day, our teams go above and beyond to make a difference and your kind words mean the world to them. If a member of our team has done something positive, whether big or small, we’d love to hear about it. We’ll make sure your compliment is shared with them so they receive the recognition they deserve. Simply use our feedback form to leave a compliment, and we’ll pass it on to the team involved celebrating together the great work that’s making a real impact.
Complaints or concerns
At Serveco Limited, we take all feedback seriously the good and the bad. If something hasn’t gone as expected, or if you feel we have fallen short of the standards you rightly expect, please let us know. Your feedback gives us the opportunity to put things right and to learn from the experience. We are committed to working in partnership with the people we support, their families, and other professionals to continually improve and grow.
We believe that most concerns can be resolved quickly through open, honest conversations. That’s why we encourage anyone with a concern to speak directly to the local Manager of the service involved in the first instance.
If you’re unsure who to contact, or if your concern has not been resolved locally, you can use our feedback form to get in touch. If you make a complaint, here is what will happen next:
Stage 1
- We will acknowledge (recognise) your complaint within 5 working days.
- We will look into your complaint and reply to you within 10 working days. We will write to you, or use a different contact method if you prefer.
- If we need longer to look into your complaint, this can be extended by another 10 working days, but if this is the case we will let you know and tell you why.
Our goal is always to work in partnership with you listening, learning, and taking action where needed to put things right.
Region / Registration Team
Stage 2
If you are not happy with the outcome at stage 1 of our complaint process, you can ask us to look at it again.
- Contact us within 20 working days of receiving your stage 1 response, and let us know you wish to appeal (challenge) our decision.
- We will acknowledge your complaint within 5 working days.
- We will look into your complaint and reply to you within 20 working days.
Your complaint will be logged and tracked centrally. As with stage 1, it will be acknowledged within 5 working days and responded to within 20 working days.
If you prefer not to leave your contact details, you can still share your feedback anonymously. We will carefully review all anonymous feedback and take appropriate action wherever possible.
