Complaints Process
We are committed to working ethically, responsibly and transparently.
1. Purpose
This process allows clients, partners, or other stakeholders to raise concerns about our services or conduct, and ensures issues are handled fairly, quickly, and professionally.
2. Who Can Make a Complaint
Anyone who interacts with ActNow Consulting — including clients, collaborators, community stakeholders, or those affected by our work — may raise a complaint.
3. Grounds for a Complaint
You may make a complaint if you believe that ActNow Consulting has:
- acted unethically or irresponsibly
- breached an agreement or commitment
- provided a service that did not meet expected standards
- behaved in a way that caused harm, disadvantage, or concern
4. How to Make a Complaint
You can submit a complaint via our Contact Form or email alexina@actnowconsulting.co.uk.
Please provide a short description of the issue and how you feel it could be resolved.
5. What Happens Next
- Within 5 working days: We will acknowledge your complaint.
- Within 10 working days: We will review the issue and, if needed, ask for more information.
- Within 20 working days: We will share a proposed resolution. If more time is required, we will let you know why.
6. Fairness and Protection
All complaints are treated confidentially and without judgement. Raising a concern will never result in negative treatment of any kind.
7. Outcomes
We will explain the outcome clearly, including any actions we will take to address the issue or prevent similar concerns in future.
8. Continuous Improvement
Feedback and complaints help us strengthen our services. We regularly review any concerns raised to support ongoing learning and improvement.