Compliments &Complaints
Your feedback helps us recognise what we're doing well and improve where needed.
Our Commitment
At SERVE, we are committed to providing high-quality, person-centred services for older people and adults with disabilities. Your feedback helps us recognise what we're doing well and improve where needed.
If something hasn't gone as expected, we encourage you to let us know. We take all concerns seriously and aim to resolve issues quickly, fairly and confidentially.
How the Complaints Process Works
Stage 1 – Speak to the Department Manager
Most issues can be resolved informally by contacting the relevant manager. They will look into the matter and aim to respond within 21 working days.
Note: If the complaint concerns the Department Manager, the CEO will handle the complaint at this stage.
Stage 2 – Review by the CEO
If you're not satisfied with the outcome, you can escalate your complaint to our Chief Executive Officer. You will receive an acknowledgement within 7 working days and a further response within 21 working days.
For domiciliary (personal) care complaints:
The CEO's decision is final. If you remain dissatisfied, you can contact the Care Ombudsman on 0330 061 1614.
Stage 3 – Review by the Chair of the Board
For all other services (non-domiciliary care), you may escalate the complaint to the Chair of the Board of Trustees if you are still unhappy after Stage 2. The Chair will respond within 21 working days.
Our Commitment to You
Compliments
If you've had a positive experience with a member of our team or one of our services, we'd love to hear from you. Compliments help us celebrate our staff and volunteers and share good practice across the organisation.
To Make a Compliment or Complaint
Accessibility & Support
If you need this information in another format or require support to make a complaint, please contact us and we will be happy to help.
You can also request a full copy of our Compliments and Complaints Policy at any time.
We're Here to Listen
Whether you want to share a compliment or raise a concern, our team is ready to help.