What is Speak Up?

Speak Up is Serco’s global helpline. It is a confidential channel through which you can raise concerns about things relating to Serco that don’t seem right. You can also use it to ask questions about ethics, compliance and mycode.

How do I Speak Up?

We’ve made sure there are several different ways you can Speak Up. Choose the one that feels most comfortable and safest for you. If possible you should always try to speak to your line manager first. But if you’d rather not, you can call us on one of our 24 hour toll-free numbers. Your call will be handled by an independent service provider (NAVEX). Or you can use our online reporting tool. Or you can email speakup@serco.com or write to Company Secretary, Serco Group plc, Serco House, 16 Bartley Wood Business Park, Bartley Way, Hook, RG27 9UY, UK.

Do I have to give my name when I Speak Up?

We hope that you will feel able to tell us who you are as this will help us clarify or investigate your concern. But you do not have to if you would rather speak up anonymously. Whether or not you chose to tell us who you are, you will be given a personalised report key and password which you can use to access the Speak Up service to receive updates from us.

What information should I give when I share a concern?

Whether you share a concern through this website or over the phone, you will be asked the same questions. Please help us by answering all of the questions, particularly questions about which part of Serco’s business your concern relates to. Detailed answers help us to fully investigate the matter.

What if I’m worried about sharing a concern?

It is important that you speak up because we can only deal with concerns if we know about them. If you are apprehensive and want to ask any questions about Speak Up before speaking to us about your concern, then you can do this via the website or by phone. And remember, you can do this anonymously if you want. We absolutely prohibit retaliation towards anyone who reports a violation or helps an investigation, and we will protect you and respect you for having the courage to live mycode.

Is the Speak Up phone line available in more than one language?

Yes, the Speak Up phone line can take queries and concerns in 75 different languages. Please bear in mind that, in the case of less widely spoken languages, there may be a delay and you may be asked to wait or we may have to call you back.

What happens after I speak up?

Once you submit a question or concern, whether through the website or by phone, you will be given a personalised report key and password which you can use to access the Speak Up service to receive updates from us. Your matter will be reviewed by someone in the Ethics and Compliance team who will decide on what to do next. Full details are available in our Speak Up Guide available under resources. You can also find out more in the 'not sure what to do' section of mycode available at mycode.serco.com.

When you issue has been investigated and after it has been closed we may contact you to ask about your experience and to ensure there has been no retaliation. We have zero tolerance to any form of retaliation against anyone who raises an issue in good faith.

Are reports to Speak Up secure and confidential?

Serco uses NAVEX's EthicsPoint case management application to support the administration of Speak Up. EthicsPoint is hosted on NAVEX’s secure servers and is not part of Serco’s website or intranet.

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.

What should I do if the telephone number is not working?

If the telephone number listed is not functioning, make your report online through this website. Indicate in the report that the telephone number did not work.

What should I do if the country I am in is not listed?

If there is no service for your location, make your report online through this website. Indicate in the report that dialling instructions for the country you are located in were not available.