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Complaints Policy

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Complaints


We are committed to providing the best possible service to our businesses and stakeholders for the benefit of the entire Marches region. However, if we get it wrong, we would like to know about it and we will try our best to put things right as quickly as possible.

We endeavour to deal with complaints promptly and fairly and we will try to resolve any mistake or misunderstanding as soon as possible.

If you are not happy with the level of service that you have received from the Marches Growth Hub and wish to complain, we have developed the complaints procedure outlined below.

What should I do if I want to make a complaint to the Marches Growth Hub?

Stage one:

Write to Gill Hamer, Marches LEP Director, by email: gill.hamer@marcheslep.org.uk, or letter: Marches Growth Hub, Cameron House, Knights Court, Archers Way, Battlefield Enterprise Park, Shrewsbury, Shropshire, SY1 3GA

explaining the reasons why you are unhappy with the service provided by the Marches Growth Hub.

We can usually resolve mistakes and misunderstandings quickly and informally at this stage. We will acknowledge receipt of your complaint within 5 working days. We will then investigate your complaint and aim to respond within 10 working days. If we are unable to respond within this timeframe, we will contact you to inform you of a date by which you can expect a response, explaining the reason for any delay.

Stage two:

If you are not satisfied with the response provided at stage one, you can escalate your complaint in writing, to the Paul Hinkins, Chair of the Marches Growth Hub Steering Group c/o Marches Growth Hub, Cameron House, Knights Court, Archers Way, Battlefield Enterprise Park, Shrewsbury, Shropshire SY1 3GA or by email enquiries@marchesgrowthhub.co.uk

You should include details of which parts of the response at stage one you are not happy with. Paul Hinkins, as Chair of the Steering Group, will investigate your complaint and aim to respond to you within 15 working days. If the investigation takes longer than this, we will contact you to inform you of a date by which you can expect a response, explaining the reason for any delay.

What we learn from complaints

We keep records of all the complaints that we receive and monitor them regularly with the Marches Growth Hub Steering Group. This helps us to identify areas of service delivery where we need to make changes and improvements and to ensure that we are dealing with complaints effectively and consistently.


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