Complaints & Feedback

At SERVANTIS Group Ltd, we are committed to providing excellent service. If you have a complaint or feedback, we take it seriously and want to resolve it promptly. Please complete the form below.

Our Commitment

We value your feedback and take all complaints seriously. Our goal is to:

Listen to and understand your concerns
Investigate complaints thoroughly and fairly
Respond within agreed timeframes
Take corrective action where necessary
Prevent similar issues from occurring in the future
Maintain confidentiality and respect your privacy

Complaints Process

Step 1: Submit Your Complaint

Fill out the form below with details of your complaint, including the service affected and your preferred method of contact.

Step 2: Acknowledgement

We will acknowledge receipt of your complaint within 2 business days and provide you with a reference number.

Step 3: Investigation

We will investigate your complaint thoroughly and impartially, gathering all relevant information.

Step 4: Response

You will receive a detailed response within 28 days, outlining our findings and any remedial action to be taken.

What to Include in Your Complaint

To help us investigate your complaint effectively, please provide:

Clear description of the incident or issue
Date and time the incident occurred
Names of staff members involved (if applicable)
Reference number or case details (if available)
What has already been done to address the issue
How you would like the matter to be resolved

Escalation and Further Action

If you are not satisfied with our response, you may:

Request a review within 20 days of receiving our response
Escalate to senior management for independent review
Contact relevant regulatory bodies or ombudsmen
Seek legal advice if appropriate

Response Times

Acknowledgement: 2 business days
Full response: 28 days
Review request: 20 days

Direct Contact

You can also contact us directly:

Email: complaints@servantisgroup.com

Phone: +44 (0)750 618 4505

Confidentiality

All complaints are handled with strict confidentiality. Your information is protected under GDPR.

Submit Your Complaint

Frequently Asked Questions

How long will it take to receive a response?

We aim to acknowledge complaints within 2 business days and provide a full response within 28 days. Some complex complaints may take longer, in which case we will keep you updated.

What happens if I'm not happy with the outcome?

If you're not satisfied with our response, you can request a review within 20 days. We will conduct an independent review of your case and provide a final response.

Will my complaint information be kept confidential?

Yes, all complaints are handled confidentially. Your personal information is protected under GDPR and our Data Protection Policy. We will only share information with relevant staff members involved in investigating your complaint.

Can I submit a complaint on behalf of someone else?

Yes, you can submit a complaint on behalf of another person, such as a family member or support worker. Please ensure you provide their contact information and clearly indicate that you are submitting on their behalf with their consent.

What if I want to complain to a regulatory body?

You have the right to contact relevant regulatory bodies at any time. Depending on your complaint, you can escalate to the Information Commissioner's Office (ICO), Ofcom, or other relevant authorities. We encourage you to try our internal process first.