Speaking up about serious issues

One day you may see or suspect something that you think breaks the law or mycode. If you do, you must Speak Up.

By speaking up when something is wrong you can help make it right. But if you don’t say anything, the situation may get worse and increase the impact it could have on you, your colleagues and Serco. When someone Speaks Up, they’re speaking up for all of us.

• We absolutely prohibit retaliation towards anyone who reports a violation of mycode or helps with an investigation.

• Each concern is treated confidentially, you will be listened to and we will not allow anyone to act against someone who speaks up in good faith.

Two important things to bear in mind:

Speak Up is not an emergency service

If you’re worried about an immediate threat please speak to your emergency services.

Please don’t use Speak Up if

You have an issue about things like operational decisions, over time and shifts, or you’ve got a grievance or a personal matter relating to your employment. Instead, speak to your manager or human resources or Raise a concern.

This video has sub-titled versions in the following languages:
English, Français, Deutsch, Italiano, Español, Nederlands, 中文

Here's how to Speak Up:

First speak to local management (your supervisor, manager, HR or Ethics and Compliance Lead). Access information and resources, and to find the best person to talk to. 

If you're not comfortable doing that, then you can contact the company in confidence through Speak Up. To call toll free use the numbers provided below.

Or you can report online by going to: serco-speakup.com

You can also email a report, or problems with the hotline numbers, to [email protected] (for Serco Americas use [email protected])

Or you can write to: Company Secretary, Serco Group plc, Serco House 16 Bartley Wood Business Park, Bartley Way, Hook, RG27 9UY, UK

Please note that calling restrictions may apply in some countries when using mobile phones, pay phones or hotel phones. Alternative methods for reporting include use of a landline phone or reporting online.

Confidentiality

All the information relating to the concern you raise will be handled confidentially. This means that it will only be shared on a strict need-to-know basis with a limited number of people involved in handling the case.

Information will only be disclosed outside of Serco if Serco is required to do so by law, it is in the public interest, or required under contractual obligations with a Customer. You can also help keep the case confidential by not discussing it with other colleagues or anyone else (including outside of Serco such as relatives and friends).

Your identity will be kept confidential so long as it does not compromise, hinder or otherwise frustrate any investigation. Where necessary or required by law, your identity or information may be disclosed to the appropriate government body or the police or someone else with your prior consent.

Whilst you have a duty of confidentiality, which means that you cannot normally disclose information outside the company without consent, you may seek external legal counsel advice about your concern. Any costs for seeking this advice will be at your cost and will not be reimbursed by Serco. 

Reporting anything externally may have serious implications for Serco, the people involved and possibly also for yourself. But you can report your concern externally to a competent authority where Serco’s internal channels are compromised, or they could not be expected to work properly in the circumstances. In certain extreme cases where you have reported internally and there has been no timely action, the matter is an emergency, or in the public interest, then you can contact the media.

Supporting and cooperating with investigations

Every issue you raise is reviewed and whenever it’s required, it will be investigated. The purpose of any investigation is to gather and establish the facts relating to specific incidents, events, claims or allegations. It will be thorough, fair, balanced, and transparent. We all have a responsibility to support and cooperate with any investigation and carry out any actions that are agreed.

Anyone involved in receiving, handling or investigating issues must provide a safe and open environment for colleagues to do, so and ensure that no form of retaliation comes of any concerns reported and investigated, even after the case has been closed.  If it does occur the necessary safeguards will be taken to stop it and ensure the safety and wellbeing of colleagues.

We absolutely prohibit retaliation towards anyone who reports a violation or helps with an investigation. We promise to protect you and respect you for having the courage to live mycode.

How to deal with concerns – guidance for people managers

If you are a people manager, we want to make sure that you feel confident and supported in dealing with concerns that employees may raise directly with you. We have developed some online training to help with this. The training is titled ‘A leader’s guide to dealing with concerns’. It is course number 472153 and can be accessed through MyLearning. We have also produced ‘A leader’s guide to dealing with concerns’ which compliments the training and is a useful reference guide.