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,
especially by a positive response to the complaint, and by fixing 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, with 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 recognize that many concerns will be raised informally, and dealt with quickly. An informal
approach is appropriate when it can be achieved. However, if the concerns cannot be dealt
satisfactorily, then we ask our customers to follow the procedure mentioned below.
Formal Complaints Procedure
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 resulting consequences you have faced, and
the remedy that you seek.
You can expect your complaint to be acknowledged within 4 working days of receipt and you
should get a response and an explanation within 10 working days.
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 a review of your complaint and seek the
response. You can expect the Chief Executive to acknowledge your request within 4 working
days of receipt and a response within 15 working days.
The objective of the Epos Hybrid is to resolve every issue as quickly as possible. However,
inevitably certain issues may be more complex and therefore may require longer duration for a
thorough investigation. If an issue requires more detailed investigation, you will receive
communication from us describing what is being done to deal with the issue, 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.
If you are not satisfied with the subsequent reply and action were taken by the Chief Executive,
then you have the option of writing to any of the following, depending on the nature of your