Speaking to OT, a Serco spokesperson said: “We became aware, earlier this week, that payments for GOS claims submitted in March would, in error, not be paid by the 15 April payment date but instead would be paid on 17 April. We immediately wrote to all those impacted to apologise and offer to pay for any bank charges incurred.”
In April 2014, Serco was forced to apologise for a delay in GOS claims submitted in March. In a statement at the time, the company assured practitioners that it had reviewed and “strengthened processes” to ensure that the problem would not happen again. Customers were reimbursed for any additional charges caused as a result.
Serco told OT this week that it is “urgently reviewing processes to ensure that this problem is not repeated.”