At East Midlands Freeport, we are committed to delivering the highest standards of service and fostering trust among our stakeholders and communities. We recognise that occasionally, things may go wrong, and when they do, we want to hear about it so we can put things right and learn from the experience.
This policy outlines how you can make a complaint, what you can expect from us, and how we work with our partners, including our Accountable Body Leicestershire County Council, to resolve issues effectively.
We’re here to listen and to make sure your concerns are addressed quickly and fairly.
What This Policy Covers
This policy applies to complaints about:
- The decisions, services, or activities of East Midlands Freeport
- The behaviour or actions of Freeport staff or representatives acting on our behalf
The policy does not apply to:
- Issues that fall outside the Freeport’s jurisdiction
- Complaints about individuals or organisations operating in the Freeport but acting outside their Freeport-related roles
- Matters of law or government policy decisions or announcements made by Ministers relating to the Freeport
- Complaints made by employees concerning their employment. Such complaints will be referred to Human Resources to be considered in line with internal HR procedures
If your concern overlaps with areas overseen by Leicestershire County Council, we’ll work with them to identify how best to progress your complaint. This might mean that the complaint is addressed in line with the Council’s complaints policy.
It is far easier to find out what happened and to put things right if complaints are received at the time. Generally, we will normally only accept complaints made within twelve months of the incident or circumstances that led to the complaint. However, if there are exceptional circumstances provided by the complainant for the delay in submitting the complaint, we may exercise discretion to consider the complaint.
How to Make a Complaint
If you have a compliant, you can get in touch with us in the way that suits you best:
- Online: Fill in the enquiry form on our website
- Email: Send your complaint to info@emfreeport.com
- Phone: Call us on 0116 305 7770
- Post: Write to us at:
East Midlands Freeport Complaints
c/o Leicestershire County Council
Room 200
County Hall
Leicester Road
Glenfield
Leicester
LE3 8RA
Please provide as much information as possible, including:
- Your name and contact details
- Details of what happened, including dates and relevant documents
- Any steps already taken to resolve the issue
Complaints will be considered on a case-by-case basis but please note that it may not be possible to investigate complaints which are submitted anonymously.
What Happens Next
Acknowledgment
We will acknowledge your complaint within 5 working days and explain what happens next.
Investigation
We will investigate the issue thoroughly, involving relevant staff and Freeport partners, including Leicestershire County Council, if needed. We will ensure your complaint is handled confidentially and without bias. We will aim to respond to your complaint in full within 20 working days, where this is not possible, we will notify you and advise you of the revised timescale.
Outcome
Once we’ve completed our investigation, we’ll send you a written response explaining:
- The outcome of our investigation
- Any actions we’re taking to address the issue
- Any steps we’re putting in place to prevent similar issues in the future
Transparency
As part of our commitment to transparency, we will publish the complaints we receive along with our responses after each issue has been resolved. To protect individuals’ privacy and adhere to data protection laws, any personal, sensitive, or commercially confidential information will be carefully redacted.
What If You’re Not Satisfied?
If you’re unhappy with the outcome, you can request that the decision is reviewed. The review will be undertaken by Leicestershire County Council under their Complaints Procedure.
Details about how to request a review will be provided in our response.
Working with Leicestershire County Council
As our Accountable Body, Leicestershire County Council plays a key role in the governance of East Midlands Freeport. Where a complaint involves matters under the Council’s remit, we’ll work closely with them to ensure a seamless and fair resolution.
Improving Through Feedback
We value complaints as an opportunity to improve. All complaints are recorded, and we will review them regularly to identify patterns and make improvements.
Accessibility
We’re committed to making our complaints process accessible to everyone. If you need this policy in a different format – such as large print, braille, or another language – please contact us, using the details above. We’re happy to help.