Equiano Group aims to provide high quality services and we act accordingly to achieve high standards, but if we are not getting it right please let us know. In order to ensure our services remain at a high and improving standard, we have a procedure through which you can let us know of for any reason you are not satisfied with your dealings with the organisation. 

If you are not happy with Equiano Group please tell us.

Speak to the relevant staff member, manager, or director. However, if this is difficult or inappropriate then please address the issue in writing via our contact box. Often, we will be able to give you a response straight away. When the matter is more complicated, we will aim to give you an initial response within five working days. 

Making a written complaint if you are not satisfied with our response or wish to raise the matter more formally, please write to the Managing Director. 

All written complaints will be logged. 

The aim is to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.

The process is as follows:

• We receive the complaint

• A designated officer opens the box every 2nd and 4th Monday

• The complaint is translated (if needed)

• We record the complaint into our CRM system

• An internal review takes place, and is escalated to the responsible person

• We validate the information & provide solution/feedback

• Then comes the follow up. 

• A response ensues & a record of the corrective action is made 

• HR investigates if the issue still needs resolving.

• Escalate & send report to Management