WEST LONDON EQUALITY CENTRE

COMPLAINTS

 Policy & Procedure

WEST LONDON EQUALITY CENTRE (formerly Ealing Equality Council (EEC)) is committed to working towards eliminating all forms of discrimination and advancing equality and human rights for all.

WLEC advisors provide free and confidential advice and assistance to people facing discrimination and harassment.  WLEC welcomes complaints on any aspect of our service, seeing such complaints as an opportunity to evaluate and improve our service.

All complaints will be treated in the strictest confidence and information will not be divulged to any third party without the complainant’s consent.  An annual report on complaints will be produced and presented to the executive committee as part of the internal evaluation process.

If you have a complaint about the service you have received, please tell us. You may express your concerns in the following ways;

  1. Informal complaint

 

  • You can approach an officer at WLEC who you feel may be able to resolve the problem immediately; or
  • You can raise your concerns directly with the officer who is dealing with your matter.

 

  1. Formal complaint

If you wish to make a formal complaint, a complaint form will be emailed or posted to you to complete.  Once completed, the form should be sent to the Director who is responsible for processing the complaint. Please email or send your complaint to the following address:

West London Equality Centre

Villiers House 4th Floor

4-5 New Ealing Broadway

Ealing, London W5 2NU

Once received, your complaint will be acknowledged within 5 working days. You will receive a substantive response to your complaint within 28 working days.  If this is not possible, then you will be informed of this in good time.

If you are dissatisfied with the response, you can appeal against the decision to the Chair of West London Equality Centre.