Code of Conduct

This code sets out the standards we hold ourselves to. It isn't a legal contract; it's a public commitment to the way we do business. If we ever fall short, we want you to tell us.

How we work with clients

• Honesty over upsell. We recommend what's right for your business, even if it means less revenue for us. If a smaller package fits, we'll say so.
• Plain English. We don't hide behind jargon. If we use a technical term, we explain it.
• Timely response. We respond to incidents within our agreed SLAs, and we respond to non-urgent requests within one working day.
• Transparent pricing. No surprise invoices. Costs are agreed in advance and any change gets your approval first.
• Confidentiality. Your data, your systems, and the details of your business stay private.
• No lock-in traps. If you need to change provider, we help you leave cleanly, with full access to your data, accounts, and documentation.

How we handle your data

• We only access client systems when needed to deliver the service you've asked for
• Every access is logged and auditable
• We keep the minimum personal data needed to do our job, for only as long as needed
• We comply with UK GDPR and the Data Protection Act 2018 (see our Privacy Policy for the detail)
• We notify affected clients within our contractual timelines if a security incident involves their data

How we work with suppliers

• We pay suppliers promptly, typically within 14 days of a valid invoice, well inside standard UK terms
• We expect our suppliers to meet the same security and data-protection standards we meet
• We don't ask suppliers to do anything we wouldn't do ourselves

How we work as a team

• Everyone is treated with respect regardless of background, belief, or identity
• Bullying, harassment, and discrimination have no place here, and clear reporting routes exist if they happen
• We invest in training so our people grow with the industry
• We look out for each other's wellbeing, not just each other's output

Community and environment

• We dispose of retired IT equipment responsibly through certified WEEE and ITAD providers
• We support local causes, and our Managing Director's endurance fundraising efforts are regular contributors
• We prefer local suppliers where quality and cost make sense, to support the local economy

Telling us when we fall short

If anything we do, or anything one of our people does, doesn't match this code, we want to know. You can raise it informally by calling your account manager, or formally through our complaints procedure.

Email: hello@equategroup.com
Phone: +44 345 1255400