Complaints Procedure

Engineering & Manufacturing Network (EMN)
(www.emn.org.uk)

Our commitment

Engineering & Manufacturing Network (EMN) is committed to providing a high-quality service to our members, partners, and stakeholders.

We value feedback and take complaints seriously. If something goes wrong, we want to hear about it so we can put things right and improve our services.

What is a complaint?

A complaint is any expression of dissatisfaction about:

  • The services we provide to members or partners
  • Events, communications, or network activities
  • Information published on our website (www.emn.org.uk)
  • The behaviour or actions of our staff, representatives, or contractors

How to make a complaint

You can submit a complaint using the following contact details:

  • Email: enquiries@emn.org.uk
  • Telephone: 0191 603 0075
  • Post:
    Engineering & Manufacturing Network
    S7 Tanfield Business Centre
    Stanley
    County Durham
    DH9 9DB

To help us investigate your complaint quickly, please include:

  • Your name and organisation (if applicable)
  • A clear description of the issue
  • Relevant dates, events, or website pages
  • Any supporting information or evidence

Our complaints process

Stage 1 – Initial response

  • We will acknowledge your complaint within 3 working days
  • We will review the issue and aim to provide a response within 10 working days

Where possible, we will resolve the issue at this stage.

Stage 2 – Escalation

If you are not satisfied with our response:

  • You can request that your complaint is escalated
  • A senior member of the EMN team will review the matter independently
  • We aim to provide a final response within 10 working days of escalation

What you can expect from us

We will:

  • Treat your complaint fairly, confidentially, and respectfully
  • Keep you informed of progress
  • Investigate the issue thoroughly
  • Provide a clear and honest response
  • Take appropriate action where required

Website-specific complaints

If your complaint relates to content or functionality on www.emn.org.uk, we will:

  • Review the relevant page, document, or system
  • Correct inaccurate or outdated information where identified
  • Address any accessibility, usability, or technical issues

Outcomes

Following our investigation, we may:

  • Provide an explanation or clarification
  • Issue an apology where appropriate
  • Correct or update information
  • Improve our processes or services to prevent recurrence

Confidentiality

All complaints will be handled sensitively and in accordance with our data protection responsibilities.

Continuous improvement

We use complaints and feedback to improve the quality of our services, events, and communications for the engineering and manufacturing community we support.

Review of this procedure

This complaints procedure will be reviewed periodically to ensure it remains effective and appropriate.