Equate Group Complaints Policy
At Equate Group, we value all feedback, including complaints, as they help us enhance our services. We are committed to ensuring that any issues are dealt with promptly, thoroughly, and fairly.
How to Raise a Complaint
If you are dissatisfied with any aspect of our service, we want to hear about it. To raise a complaint, please contact us via one of the following channels:
Email: Send your complaint to [email protected].
Telephone: You can call our team at 034501255400, who will be happy to assist you.
Postal Mail: Alternatively, you may write to us at:
Equate Group Ltd
6 Station Approach
Wendover Bucks
HP22 6BN
Please provide as much detail as possible about the issue, including relevant dates, names of the individuals you have dealt with, and any other information that might help us understand and resolve your complaint effectively.
Our Complaint Resolution Process
Once we receive your complaint, we will:
Acknowledge Receipt: You will receive an acknowledgement of your complaint within two business days.
Investigation: Our team will thoroughly investigate the matter. Depending on the complexity of the issue, this may take some time, but we aim to provide a full response within 10 business days.
Response: We will provide a clear response, explaining the outcome of our investigation and any actions we intend to take to rectify the issue.
If you are not satisfied with our response, you may request that your complaint be escalated. A senior member of our team will then review your case and work with you to seek a satisfactory resolution.
Escalation Process
If you are not satisfied with our response, you may request that your complaint be escalated. The escalation process includes the following steps:
Senior Review: A senior member of our team will review your case, ensuring that all aspects have been thoroughly investigated. You will receive an update from the senior reviewer within five business days of your escalation request.
Final Response: The senior reviewer will work with you to seek a satisfactory resolution and provide a final response, detailing any further actions we will take to address your concerns.
If you remain unsatisfied after this process, we can provide information on further steps, including referral to an independent ombudsman or regulatory body, where applicable.
Referral to External Bodies
If, after following our internal escalation process, you remain dissatisfied with the outcome of your complaint, you have the option to refer the matter to an independent external body for further review.
Equate Group is a member of the Communications Ombudsman, an Alternative Dispute Resolution (ADR) scheme approved by Ofcom. The Communications Ombudsman provides impartial and independent assessment of complaints between consumers and communications service providers.
Contact Information for the Communications Ombudsman:
Website: www.commsombudsman.org
Email: [email protected]
Telephone: 0330 440 1614
Postal Address:
Communications Ombudsman
PO Box 730
Warrington
WA4 6WU
In addition, you may also contact the following external bodies depending on the nature of your complaint:
Ofcom: Ofcom is the regulator for the communications services that we provide. If your complaint relates to a regulatory issue, Ofcom may be able to assist.
Website: www.ofcom.org.uk
Telephone: 0300 123 3333 or 020 7981 3040
Information Commissioner’s Office (ICO): If your complaint is related to data protection or privacy, you can contact the ICO.
Website: www.ico.org.uk
Telephone: 0303 123 1113
Postal Address:
Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Phone-paid Services Authority: If your complaint is related to phone-paid services, you can contact the Phone-paid Services Authority.
Postal Address: 40 Bank Street, London, E14 5NR
Telephone: 0800 500 212 or 020 7940 7474
Email: [email protected]
Website: www.psauthority.org.uk
Telephone Preference Service (TPS): If your complaint concerns unsolicited marketing calls, you can contact the Telephone Preference Service.
Postal Address: DMA House, 70 Margaret Street, London, W1W 8SS
Telephone: 0345 070 0707
Email: [email protected]
Website: www.tpsonline.org.uk
Federation of Communication Services (FCS): If your complaint concerns communication services, you can contact the Federation of Communication Services.
Postal Address: The Grainger Suite, Dobson House, Regent Centre, Newcastle upon Tyne, NE3 3PF
Telephone: 020 7186 5432
Email: [email protected]
Website: www.fcs.org.uk
Please note that these external bodies will generally expect you to have completed our internal complaints process before they consider your case. For more information on how to escalate your complaint, please visit their respective websites or contact them directly using the details provided above.
Commitment to Improvement
We see every complaint as an opportunity to improve. After resolving an issue, we evaluate what went wrong and consider any changes we can implement to prevent similar concerns in the future.
We appreciate your time in letting us know how we can serve you better, and we are committed to continuously enhancing our services to meet and exceed your expectations.