How to complain, internally or externally, and what we will do about it.
- Head of People
- Annually
Our commitment
A complaint is information. We would rather have it than not, and we commit to handling it properly whether it comes from a colleague, a partner, a participant or a member of the public.
External complaints
Email contact@equityhouse.io with what happened and what outcome you are looking for. We acknowledge within five working days and aim to give a substantive response within 20 working days, telling you if it will take longer.
Employee grievances
We follow the Acas Code of Practice: informal resolution where possible, then a written grievance, a hearing at which you may be accompanied, a written outcome, and a right of appeal to someone who was not involved in the original decision.
Governance and review
This policy is owned by the Head of People and approved by the board. It is reviewed at least annually, and sooner if the law, our operations or our risk profile changes.