1. Our commitment

Equality and Diversity UK Ltd (“EDUK”, “we”, “us”) is committed to providing a high quality service to everyone we work with. We welcome feedback and take all complaints seriously, using them to improve our services.

We treat as a complaint any expression of dissatisfaction with our service which calls for a response. We aim to resolve complaints fairly, promptly and in a way that is easy to access and understand.

2. What this policy covers

This policy explains:

• what a complaint is
• how you can make a complaint
• how we will handle and respond to your complaint
• how we treat complainants with courtesy and respect
• how we make reasonable adjustments
• what you can do if you are not satisfied with our final response

3. What is a complaint?

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of our services, staff, decisions or communications, where a response is expected or required.

4. Courtesy and respect

You can expect to be treated with courtesy, respect and fairness at all times. We expect that you will also treat our staff dealing with your complaint with the same courtesy, respect and fairness.

We will not tolerate threatening, abusive or unreasonable behaviour towards our staff. In rare cases where behaviour is unreasonable or abusive, we may restrict or cease communication in line with our Unreasonable and Vexatious Complaints Policy and, where necessary, inform the appropriate authorities.

5. How to make a complaint

You can make a complaint in any of the following ways:

• By email: complaints@equalityanddiversity.co.uk
• By post:
  Complaints Officer
  Equality and Diversity UK
  Warwick House
  14 Lowes Road
  Bury
  BL9 6PJ
• Verbally: by contacting us using the details on our website (we will make a written record of your complaint).

6. Reasonable adjustments and accessibility

If you are a disabled person and need us to make a reasonable adjustment so that you can make or pursue a complaint, please let us know. This may include accepting a complaint in an alternative format, providing information in large print, or arranging a telephone or online discussion.

7. How we handle your complaint

7.1 Stage 1 – Informal resolution

Wherever possible, we will try to resolve your concerns informally and quickly. This may involve a discussion, clarification or a simple action to put things right.

7.2 Stage 2 – Formal complaint

When a complaint cannot be resolved informally, or you ask for a formal investigation, we will:

• acknowledge your complaint within 5 working days
• assign a person to investigate your complaint
• carry out a fair and proportionate investigation
• aim to provide a full written response within 20 working days

If we need more time (for example, because the issues are complex), we will tell you why and when you can expect a response.

7.3 Stage 3 – Review

If you are not satisfied with our Stage 2 response, you may request a review. A senior member of staff, not previously involved, will review how your complaint was handled and whether the outcome was fair.

We aim to complete the review and respond within 20 working days. This will be our final internal response.

8. Complaints made on behalf of someone else

We can accept complaints made by a representative (for example, a carer, advocate or family member), provided they have the consent of the person concerned or legal authority to act on their behalf.

9. Confidentiality and data protection

We handle complaints in confidence and only share information with those who need it to investigate and respond. We process personal data in line with UK GDPR and the Data Protection Act 2018.

For more information, please see our Privacy Policy and Data Protection Policy.

10. Learning from complaints

We review complaints regularly to identify themes, trends and opportunities to improve our services, training and communications.

11. If you are still not satisfied

If you remain dissatisfied after our final response, you may be able to raise your concerns with an external body, depending on the nature of your complaint. For example:

• Information Commissioner’s Office (ICO) – for concerns about data protection or privacy.
• Trading Standards – where applicable.

12. Related policies

• Privacy Policy
• Terms of Use
• Data Protection Policy