Citywide Equity Forum CIC Complaints Procedure: August 2025

 

Our Objective

Citywide Equity Forum (CWEF) CIC aspires to provide a high quality, accessible and responsible service to individuals and the community.  If you believe that things have gone wrong, please send us your complaint and comments.  Our aim is to resolve any problems or difficulties quickly and fairly.

 

What is a complaint and who can make one?

Information from any person or organisation that wishes to complain about the way Citywide Equity Forum CIC has dealt with them will be dealt with as a valid complaint.  Citywide Equity Forum takes complaints very seriously and aims to put right any shortcomings that are within its control.

 

Time limits for making a complaint

Any request for a complaint to be investigated will be dealt with as quickly as possible.   The complaint itself must be to the Citywide Equity Forum CIC as soon as possible after becoming aware the subject of the complaint and no longer than 6 months later than the date the subject of the complaint.  This is to ensure all relevant facts remain fresh.  Citywide Equity Forum CIC will respond within 30 days of the complaint being received as this is normally adequate time to consider issues raised and how to resolve them.  Any departure from the time limits will only be allowed in exceptional circumstances. 

 

How to make your complaint

Please contact Citywide Equity Forum CIC by e-mail, letter or via its webpage *(see below); the enquiry will be dealt with promptly and the aim is to do the best to put things right.  Please provide the following information:

• A clear description of the complaint and what you would like Citywide Equity Forum CIC to do to put things right.

• Provide information to indicate whether this is an original complaint or a follow up to a reply you were not satisfied with.

• Include your name and full postal address, phone number and e-mail address (if you have one).

 

*Citywide Equity Forum CIC

Email: info@CWEF.co.uk

Postal Address: C/O 3 Ashley Mount, Tettenhall, Wolverhampton WV6 8QD

Website: www.cwef.org.uk

 

What happens next?

Citywide Equity Forum CIC will initially acknowledge your complaint (within 30 days). They may then arrange to meet with you if they need additional information to help their investigation.  Following the investigation (and within 60 days) they will inform you of the outcome of the investigation, provide a full explanation and discuss the way forward in order to resolve the issues raised.  If it is not possible to get to this point within 60 days they will explain why and give you a date by which you can expect a response.  Citywide Equity Forum CIC will always aim to resolve the complaint speedily and fairly.

 

Not satisfied with the outcome?

If you have followed this Complaints procedure but are still not satisfied with the outcome, you have the right to refer the matter to the Office of the Regulator of Community Interest Companies https://www.gov.uk/government/organisations/office-of-the-regulator-of-community-interest-companies