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.

• Your full name, your email and home address, including your postcode

• Your date of birth

• The best telephone number to reach you on, in case we need to contact you for more information

• Information about what happened and when it happened

• We’ll investigate the complaint and send you our findings within 21 working days.

• We’ll let you know our findings, including any changes we make as a result of our investigation.

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.
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‍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.