Feedback and Complaints

Feedback and Complaints
Ingeus aim to provide a high quality and customer-focused service at all times. We take all feedback and complaints very seriously.
The procedures below outline how you can provide feedback, or make a complaint.

Our Feedback Procedure
Ingeus aims to provide the highest standards of service in everything we do. We actively seek your feedback and we are want to know what you think of our service. If you think we do some things really well or there are things we could do better, we would like to hear from you.

If you have any suggestions or comments about our service, please send an email to

Alternatively, comment cards are available from the reception desk in our Ingeus office. You can fill in a comment card and post in the Suggestions box provided.

You may include your contact details or remain anonymous if you wish. If you choose to let us know who you are by including your details, we will get in touch to let you know we have received your feedback.

Our Complaint Procedure
If you wish to make a complaint, the following outlines the process that you can follow:

  • You can speak to a local member of staff, or local manager, who will try to assist you with the matter there and then.
  • If you are not happy with their response, or you would prefer to contact our dedicated team, you can complete a Complaint Form (which can be found here). You can send a copy of the Complaint Form via email to

We will get in touch with you within three days of receiving your correspondence. While we are investigating your complaint, staff member or the complaints team might be in touch with you to organise a face-to-face meeting, or to get more information about the issues raised.

You can expect a response outlining a proposed resolution to your complaint within 14 days of receiving your acknowledgement letter. This will usually be in the form of a letter, but might also be outlined over the phone or in a face-to-face meeting, after which you will receive an acknowledgement in writing.

If you are not happy with the outcome, we will give you guidance on how you can escalate your complaint further. If we do not hear from you within 28 days of receiving a response, we will consider the complaint to be closed.

If any of the timescales outlined above have to change for any reason, we will be in touch to explain why.

Relevant Documents
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