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Complaints Policy

Equal Potential CIC are committed to providing a high-quality service to all our clients.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.  It is best if you can inform us of your complaint in writing at info@equalpotential.co.uk. 

 

Once you have informed us of your complaint, we will consider your complaint within eight weeks.  If we have not resolved it within this time you may complain to the Ombudsman.

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What will happen next? 

  1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure. 

  2. We will then investigate your complaint. This will normally involve passing your complaint to an external partner who will review your matter file and speak to the member of staff.

  3. A director will then invite you to a meeting to discuss and hopefully resolve your complaint. S/he will do this within 14 days of sending you the acknowledgement letter. 

  4. Within three days of the meeting, A director will write to you to confirm what took place and any solutions agreed with you. 

  5. If you do not want a meeting or it is not possible, a director will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.  

  6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for a different external partner to review your complaint.

  7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons. 

  8.  If you are still not satisfied, you can then contact the Ombudsman about your complaint within 6 months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it). For further information, you should contact the Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk.

 

Policy Review

This policy was reviewed in September 2024 and shall be reviewed annually.

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