Complaints Policy  |  Suvera Ltd

How to make a complaint

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.

How to complain about Suvera

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.

Email us on feedback@suvera.co.uk, please put complaint as the subject of your email.

Call us on 08008085288

To help us investigate your complaint, please give us as much information about the issue as possible. Please also include the following information:

    • 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

          Our complaints process

            • We'll always do our best to acknowledge your complaint within 3 working days.
              • 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.

                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.

                  What to do if you’re not happy with our response

                  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.

                  Ombudsman

                  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.

                  Address: Parliamentary and Health Service Ombudsman, Citygate, 47 - 51 Mosley Street, Manchester M2 3HQ

                  Telephone: 0345 015 4033