When you'll hear back from us
If you have contacted us through our website form, by email or by post, you will hear back from us within 5 working days. If you haven't heard back please by then, please contact us on info@equity.org.uk. The exception to this is membership applications, please see membership applications below.
Contacting different departments
The membership team approve applications daily prioritising the oldest first and urgent requests. We ensure applications are reviewed and were possible approved within 7 days.
If an application is reviewed and cannot be approved the potential member will be emailed with an explanation of why it could not be approved and if necessary request further information.
If an application is not approved with 7 days and the potential members is paying by credit or debit card their pre auth (pending) payment will expire and they will need to be contacted by the membership team for new payment details.
If for exceptional reasons (like a system problem or staff shortage) applications cannot be reviewed within 7 days with the Head of membership approval, we will put a message on the website joining page to reflect a more reasonable timeframe.
Equity uses social media as a campaigning tool, not running a customer services platform however any enquiries/complaints will be signposted to the relevant staff member or to the website within 2 working days.
The initial correspondence sent by Equity staff to members, and all subsequent correspondence, will clearly state when a follow up reply will be sent, and will advise of any upcoming period of absence.
Reception and Phone Line Opening Hours
Reception at Guild House will be physically staffed Monday to Friday 9:30 am to 5:30pm.
All Equity members should expect an initial response to email queries to info@equity.org.uk within a maximum of 5 working day.
Membership Team telephones are staffed between 9.30am and 5.30pm on weekdays excluding bank holidays. The only exceptions to this are organisation away days and team meetings when there is no cover available from reception.
Voicemails/messages will be collected within one working day.
Members can call our helpline for advice on tax, national insurance & welfare benefits.
Open: Mondays & Thursdays 10am-1pm & 2-5pm
020 7670 0223
helpline@equity.org.uk