Complaints Policy

The Essex Hub CIC

Last updated: 9th June 2026
 

The Essex Hub CIC is committed to providing a high standard of service. We take complaints seriously and use them to improve. This policy explains how to raise a complaint and what to expect from us.
 

What this covers

This policy covers complaints about The Essex Hub CIC — our conduct, our commissioning, our communication, or the way provision we have commissioned has been delivered. Because we commission independent delivery partners, some complaints may be investigated jointly with the relevant partner, but The Essex Hub remains the point of accountability.
 

Safeguarding comes first

If a complaint raises a safeguarding concern about the welfare of a child or adult, we will follow our safeguarding procedures immediately, alongside or ahead of this complaints process. Safeguarding concerns can also be raised directly with the relevant statutory authority at any time.
 

How to make a complaint

Please contact us by email at hello@theessexhub.co.uk with:

• Your name and contact details

• What your complaint is about, with relevant dates and details

• What you would like to happen as a result
   

Our process and timescales

Stage 1 — Acknowledgement. We will acknowledge your complaint within 5 working days.

Stage 2 — Investigation and response. We will look into the matter and provide a full written response within 20 working days. If we need longer, we will let you know why and give a revised date.

Stage 3 — Review. If you are not satisfied with our response, you can ask for the matter to be reviewed by a director or board member not previously involved. We will respond to a review request within 20 working days.

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Confidentiality

We handle complaints confidentially and in line with our Privacy Policy. Information is shared only with those who need it to investigate and respond.
 

Learning from complaints

We record complaints and review them so we can identify patterns and improve how we and our delivery partners work.