Policy Complaints procedure

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18. Equalities

We will ensure our complaints process is easily accessible to all customers.

We are committed to equality and diversity in employment practice and service delivery.  Our aim is to ensure that all our customers are confident of receiving fair treatment and equality of opportunity irrespective of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, sexual orientation, race, sex and religion or belief.

It is our aim to monitor complaints wherever possible, across all nine protected characteristics to enable us to get a clear picture of where there may be unintentional barriers to services.  We are committed to learning from and improving services as a result of this monitoring activity.

To help us gather this information we will write to our customers, once their complaint has been resolved and ask for information relating to the nine characteristics.  This information will be stored independently of the customer’s personal details and complaint and will only be used to identify unintentional barriers to service.