At Suvera we believe that all feedback, complaints, and compliments are valuable feedback. They help us to improve our services and we always share feedback with our team members.
If want make complaint, we'd recommend doing so as soon as possible after the issue takes place. This allows us to resolve it as soon as possible.
To help us investigate your complaint, please give us as much information about the issue as possible. Please also include the following information:
If for any reason we cannot reply to you within 21 working days, we’ll do our best to let you know as soon as possible that our response will be late, why it'll be late and when you can expect to hear from us.
In your appeal, please explain why you weren't satisfied with our original response. Once we've received your appeal, your complaint will then enter the second stage of our complaints process.
If you’re still not satisfied after our written response, you can appeal it with our team. If you want to appeal a response, please do so within 20 days working days.
After the second stage of our complaints process, if you're still not satisfied with our written response, you can escalate the complaint to the Parliamentary and Health Service Ombudsman.