Servicebird welcomes feedback and takes complaints seriously, whether from Requester organisations, Freelancer professionals, service users, or members of the public.
5.1 How to raise a complaint
Complaints can be submitted by:
- Email: info@servicebird.co.uk
- Post: Servicebird Ltd, The Wellsprings, Howell Croft South, Bolton, BL1 1SB
- The online contact/feedback form at www.servicebird.co.uk
5.2 What to include
To help us investigate quickly, please include: your name and contact details; the nature of your complaint; relevant dates, booking references, or names of individuals involved; and any supporting documentation.
5.3 Our process and timescales
- Acknowledgement: we aim to acknowledge all complaints within 2 working days.
- Investigation: we aim to provide a full response within 10 working days. Where a complaint is complex (for example, involving multi-agency safeguarding reviews), we will keep you informed with weekly progress updates.
- Escalation: if you are not satisfied with the initial response, you may request that your complaint is reviewed by a member of our Executive Leadership Team.
5.4 Safeguarding concerns
If your complaint relates to a safeguarding concern involving a service user, please mark it as urgent in the subject line. Safeguarding concerns will be handled in accordance with our internal Safeguarding Policy and, where necessary, escalated to the relevant statutory authority without delay.
5.5 External bodies
Depending on the nature of your complaint, you may also be entitled to refer the matter to an external body — for example, the Information Commissioner’s Office for data protection complaints, or a Requester organisation’s own complaints procedure for matters relating to a specific public sector contract.