Lead Responsibility: Nick Sherburn
Lead Trustee: Rachel Coxon
Issue Date: August 19, 2026
EGG is committed to providing high-quality services and maintaining strong relationships with service users, partners, and the wider community. We recognise that there may be occasions when external parties have a complaint about our services, staff, or operations. This policy outlines how such complaints will be received, investigated, and resolved.
External complaints can be made in writing, by phone, email or in person to the Homelessness Support Lead, CEO, or [Designated Trustee].
Tel: 07985313034
Email: Info@egg.charity
Address: Unit 22, Prudential Buildings, 61 St. Peters gate, Stockport, SK1 1DH
Please contact us for direct contact details for Homelessness Support Lead, CEO or designated trustee if required.
All complaints will be treated seriously, confidentially, and investigated thoroughly and impartially. We aim to acknowledge complaints within 5 working days and provide a full response within 5 working days or notify the complainant if more time is needed.
If you receive an external complaint, you should pass the details immediately to the CEO, or [Designated Trustee]. The employee should not attempt to resolve the complaint themselves unless specifically authorised to do so.
This policy will be reviewed on an annual basis or sooner if there are any significant complaints or changes in relevant legislation or service delivery practices.
