What can I do if I am unhappy with the service provided by EMC Advisory Services Ltd?

Should you choose to instruct EMC to act on your behalf EMC Advisory Services Ltd will at all times endeavour to:
• Act fairly and reasonably in all dealings with you.
• Ensure that any service offered is one that meets your needs.
• Ensure that all information given to you is clear, transparent, fair and not misleading.
• Advise you to only pursue a claim if it is in your best interest to do so.
If you are not completely happy with our service, EMC would like to hear about it – that way, we can do something to put it right. At EMC Advisory Services Ltd we do everything we can to make sure our customers get the best possible service. However, sometimes, we don’t get things right first time. When that happens, we always encourage you to tell us about your complaint, so that we can correct the matter.

Procedure:

1. Complaints may be made in writing, by e-mail, by telephone or in any other form in respect of a claims management service that we have provided and that is regulated under the Compensation Act 2006.

Please write to
The Customer Relations Manager
EMC Advisory Services Ltd
EMC House
Palace Avenue
Paignton
TQ3 3HE

• By telephone on 01803 697530
• By E-mail complaints@emcas.co.uk

Please note that additional personal information should not be included in this message for security reasons. We will respond by telephone or in writing for this same reason.

2. We reserve the right to decline to consider a complaint that is made more than six months after you became aware of the cause of the complaint. There may be instances where we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider.

3. We will send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint for the business. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint.

4. Within four weeks of receiving a complaint, we will send you either:
a) a final response which adequately addresses the complaint; or
b) a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.

5. Within eight weeks of receiving a complaint we will send you either:
a) a final response which adequately addresses the complaint; or
b) a response which:
Explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response; and
ii informs you that you may refer the handling of the complaint to the Claims Management Regulator if you are dissatisfied with the delay.

6. Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.

7. If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to -
Claims Management Regulator
PO Box 7824
Burton on Trent
Staffordshire
DE14 9DP
info@claimsregulation.gov.uk
Tel: 0845 4506858.

8. The Regulator can review the handling of the complaint and can give a direction on further handling of the complaint. However, he cannot determine a complaint or award compensation.