The Essex Hub logo

Complaints Policy

Last updated: February 2026

Our Commitment

The Essex Hub CIC is committed to providing high-quality services to our community. We value feedback and take all complaints seriously. If something hasn't met your expectations, we want to know so we can put it right and improve.

What Is a Complaint?

A complaint is any expression of dissatisfaction about our services, actions, or lack of action. This includes concerns about:

  • The quality of our programmes or services
  • The behaviour or conduct of our team members
  • How we have handled your personal information
  • Our response times or communication
  • Any other aspect of our organisation

How to Make a Complaint

You can make a complaint by:

Email (preferred)

[email protected]

Please include "Complaint" in the subject line.

When making a complaint, please include:

  • Your name and contact details
  • What happened and when
  • Who was involved (if applicable)
  • What outcome you are hoping for
  • Any relevant documents or evidence

Our Process

1

Acknowledgement

We will acknowledge your complaint within 3 working days.

2

Investigation

We will investigate your complaint thoroughly and fairly. This may involve speaking to relevant team members and reviewing records.

3

Response

We aim to provide a full response within 14 working days. If we need more time, we will let you know.

4

Resolution

Our response will explain what we found, any actions we will take, and how to escalate if you're not satisfied.

If You're Not Satisfied

If you're not happy with our response, you can request a review by a Director of The Essex Hub CIC. Please do this within 14 days of receiving our response.

As a Community Interest Company, we are regulated by the CIC Regulator. If you believe we have acted improperly, you can contact them at:

Office of the Regulator of Community Interest Companies
PO Box 522, Cardiff CF14 3UZ
Email: [email protected]

Confidentiality

All complaints are handled confidentially. Information will only be shared with those who need to know in order to investigate and resolve the complaint.

Learning from Complaints

We use complaints to improve our services. All complaints are reviewed to identify patterns and opportunities for improvement.