Our Complaints Procedure
Our Goal is to provide high quality service to all our clients. When something goes wrong, your complaint/feedback will help us work out a mutually amenable solution. Complaints may be made by letter, telephone email or in person. Once a complaint has been received, a file will be opened in your name.
Within 5 business days of receiving your complaint we will:-
- Send a written or electronic acknowledgement of your complaint
- Give your details to the person handling the complaint on behalf of Employment Advocacy Services Ltd.
- Provide details of Employment Advocacy Services Ltd Internal Complaints Handling procedure
- Ask you to state exactly what are your complaint(s)
- Suggest that we many need to meet to clarify any issues
Within 4 weeks of receiving your complaint we will either:-
- Send a final response or
- A holding response which will explain why we are not yet in a position to resolve your complaint. We will give you a date when we will make further contact.
Within 8 weeks we will either:-
- Send you a final response or
- A holding response as to why we are not yet in a position to make a final response, giving reasons for the delay and indicating when we expect that we will be in a position to provide a final response
and
- Inform you that you may refer your complaint to the Claims Management Regulator.
Providing Redress
Once the matter is fully investigated, we may decide that redress is
appropri ate. We will provide you with fair compensation for any acts
or omissions for which we are responsible and comply with any offer
of redress which you accept. Appropriate redress will not always
involve financial redress.
Claims Management Regulator
If you are dissatisfied with our final response or your complaint is not resolved in 8 weeks, you may refer the way your complaint was handled to:-
Claims Management Regulator
P O Box 7824
Burton on Trent
Staffordshire
DE14 9DP
infor@claimsregulation.gov.uk
Tel: 0845 4506858
