Complaint policy and procedure

Coronavirus (COVID-19) update

Following government advice to contain the spread of the coronavirus (COVID-19), all our offices have been closed and staff are now working from home.

During this time we will not be able to collect any post sent to our offices. Please ensure that any post sent to us in the last seven days and any future correspondence is sent by email until further notice:

If these temporary arrangements are not accessible to you, please contact us on 0161 829 8327, leave a message and we will call you back to discuss ways of making adjustments.

The Equality and Human Rights Commission is committed to providing a high quality service to everyone we deal with. In order to do this we need you to give us any comments about our service, and to tell us when we get things wrong. We want to help you resolve your complaint as quickly as possible.

We treat as a complaint any expression of dissatisfaction with our service which calls for a response. We listen to your complaints, treat them seriously, and learn from them so that we can continuously improve our service.

Download our service complaints policy and procedure

Courtesy and respect

You can expect to be treated with courtesy, respect and fairness at all times. We expect that you will also treat our staff dealing with your complaint with the same courtesy, respect and fairness

We will not tolerate threatening, abusive or unreasonable behaviour by any complainant. Such situations are rare, however, should they happen, we will cease communication with the complainant immediately in accordance with our unacceptable and unreasonable behaviour policy.

How to make a complaint

You can make a complaint in a number of ways:

by e-mail: complaints@equalityhumanrights.com

or by post to:

Correspondence Unit
Equality and Human Rights Commission
Arndale House
The Arndale Centre
Manchester
M4 3AQ

Reasonable adjustments

Our aim is to make our service complaints policy easy to use and accessible for everyone. We will take steps to make any reasonable adjustments needed to access this policy, or any requests to provide responses in other formats.

If you are unable to contact us in writing because of a disability and need a reasonable adjustment, please call us on: 0161 829 8327.

We also provide an online sign video service for British Sign Language (BSL) users.

See also:

Last updated: 05 May 2021