Complaints Procedure

Reed is committed to providing a high quality service for Providers and takes all feedback and complaints seriously. We strive to foster a culture of openness and transparency, and find that most concerns or complaints can be resolved informally through your key contact. However, we recognise there may be times when you wish to raise a formal complaint; our complaints procedure below is designed to resolve your concern quickly and fairly.

Stage 1

Where appropriate, in the first instance please write to your key contact (usually a Supply Chain Manager/Executive or Integration Manager), who will seek to resolve your complaint within 5 working days.

Stage 2

If you are not satisfied with the initial response from your key contact, or do not wish to discuss the complaint with them, please submit your complaint in writing to the Programme Lead. The Programme Lead will investigate your complaint and send you a written response within 10 working days, indicating how they have investigated the issue, and how it has been resolved.

Stage 3

If you are not satisfied with the response from the Programme Lead, please submit your complaint in writing to the Operations Director, who will respond within 10 working days.

Merlin Mediation Service

If you are are provider delivering DWP services and are not satisfied with the final outcome, you have the option of escalating your complaint to the Merlin Mediation Service, delivered by the Independent Case Examiner (ICE). ICE will mediate between both parties and DWP as required. Once meditation has been completed, a final report will be sent to both parties formalising the agreement that has been reached. ICE will inform DWP of the outcome of the mediation within 55 days of its completion. You can find out more about the Merlin Mediation Service here: http://merlinstandard.co.uk/mediation/