Complaint Procedure

Epos Hybrid is committed to providing a quality service for its customers and working in an open and accountable way that builds the trust and respect of all. One of the ways in which we can continue to improve our service is by listening and responding to the views of our customers, and in particular by responding positively to complaints, and by putting any mistakes right.

We aim to ensure that:

  • making a complaint is as easy as possible;
  • we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response;
  • we deal with it promptly, politely and, when appropriate, confidentially;
  • we respond in the right way - for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc;
  • we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures.

We recognise that many concerns will be raised informally, and dealt with quickly. An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily we ask that the following procedure is followed.

Formal Complaints Procedure

Stage 1

In the first instance, if you are unable to resolve the issue informally, you should contact us directly so that we have a chance to put things right. In your contact email/ letter/online you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.

You can expect your complaint to be acknowledged within 4 working days of receipt. You should get a response and an explanation within 10 working days.

Our contact details can be found on the Contact Us part of the Epos Hybrid Website.

Stage 2

If you are not satisfied with the initial response to the complaint then you can write to the Chief Executive Officer by email or letter and ask for your complaint and the response to be reviewed. You can expect the Chief Executive to acknowledge your request within 4 working days of receipt and a response within 15 workings days.

Epos Hybrid aim is to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to be fully investigated. If a matter requires more detailed investigation, you will receive contact from us describing what is being done to deal with the matter, and when a full reply can be expected and from whom. At this stage we will give you a clear guideline of the timescales involved in further investigation.

Final Stage

If you are not satisfied with the subsequent reply and action taken by the Chief Executive, then you have the option of writing to any of the following, depending on the nature of your complaint.

Thank you.