Complaints Procedure

We work hard to give every client a smooth experience. Sometimes we still get things wrong. When that happens, we want to put it right quickly, transparently, and without you having to chase.

How to raise a complaint

Pick whichever of these is easiest for you:

• Email: complaints@equategroup.com (goes to the Managing Director directly)
• Phone: +44 345 1255400 and ask to speak to the Managing Director or a Director
• Post: The Managing Director, Equate Group Ltd, 6 Station Approach, Wendover, HP22 6BN, United Kingdom

Please include as much detail as you're able to: what happened, when, who you spoke to, and what outcome you're looking for. If you have reference numbers from previous tickets, those help us find the history quickly.

What happens next

1. Within 1 working day: we acknowledge your complaint and confirm who is handling it (usually a Director).
2. Within 5 working days: we either resolve the issue, or explain what we need to investigate and give you a date by which we'll be back in touch.
3. Within 20 working days: we give you a full, written response covering what happened, why it happened, what we're doing about it, and what we're changing so it doesn't happen again.

If your complaint is complex and can't be fully resolved in 20 working days, we'll tell you and agree a new timeline with you. We won't leave you chasing.

If you're still not satisfied

If our response doesn't resolve things, you can ask the Managing Director to formally review the case. That review happens within a further 10 working days and is the final stage of our internal process.

After that, depending on the nature of the complaint, you may be able to escalate externally:

• Information rights / GDPR: the Information Commissioner's Office (ICO)
• Telecoms services: Ofcom or an alternative dispute resolution scheme if applicable
• Contractual disputes: through the courts of England and Wales, as specified in your service agreement

What we promise

• We won't charge you to raise a complaint
• We won't retaliate or reduce service because you've complained
• We take every complaint seriously, whether it comes from a decade-long customer or a new client on day one
• We use every complaint as a learning opportunity; patterns we spot go into our internal improvement process

We publish this procedure openly because we believe clients should know how to hold us accountable.