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Case-UK Limited / CiC Complaints Policy and Procedure


At Case-UK Limited / CiC we are committed to providing the best quality service to our customers. 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 separate 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 to our customers.


Our pledge to you is that:


· We will handle your complaint swiftly and keep you informed of the situation

· We will treat you with respect

· We will investigate all complaints thoroughly and objectively

· We will send you a full response which addresses all the issues you have raised

· We will provide clear guidelines about what to do if you are unhappy with our response

· We will record and monitor all complaints

· We will take the relevant actions to continually improve the level of service we offer



How to raise your complaint



1) Complaints may be submitted using the complaints form found on the Case-UK Limited website.


2) The Case-UK Limited Complaints Resolution Officer will acknowledge your complaint once they have received it within 5 working days


3) The complaint will be investigated, and a response will be completed within 10 working days


4) 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 Complaints Resolution Officer within 10 working days of the initial investigation response.


· Stage one of escalation: The Complaints Resolution Officer will escalate your complaint to the most relevant Line Manager for investigation and a response will be provided within 10 working days.


· If you still feel the issue has still not been resolved, please contact the Complaints Resolution

Officer within 10 working days of receipt of the initial Investigation response.


· Stage two of escalation: The Complaints Resolution Officer will escalate your complaint to the Case-UK Limited Senior Management 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.


Although, if you are not happy with this response, 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 at:


Independent Case Examiner’s Office

PO Box 209

Bootle L20 7WA


Email address: Phone: 0345 606 0777 Website:


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:


The Parliamentary and Health Service Ombudsman Millbank Tower

Millbank London SW1P 4QP

Phone: 0345 015 4033 Website:


Two surveys have been created to gather client feedback


1. Customer Feedback (client view)


2. Complaints form (client view) These can be accessed by the client via the company website or by following the link provided on our emails and various documents.

To submit a complaint please click here

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