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Complaints

At EMGI Limited we are committed to providing a high quality service to all of our customers. If something goes wrong you need to tell us about it. This helps us improve our standards and the service our customers receive.

Our Customer Complaints Procedure has the following goals:

  • To deal with complaints fairly, efficiently and effectively;
  • To ensure that all complaints are handled in a consistent manner throughout;
  • To increase customer satisfaction;
  • To use complaints constructively in the planning and improvement of all services.

 

Who can complain?

Anyone who is:

  • Receiving a service from EMGI Limited;
  • Caring for someone who has a complaint;

 

How to complain

If you have a complaint, please use our contact details to let us know the details of the problem. One of the managers will be assigned your complaint and work with you to resolve the problem.

We aim to respond to all complaints as quickly as possible.

 
RAISE A COMPLAINT

If you have a complaint, please use our contact details below to let us know the details of the problem. One of the managers will be assigned your complaint and work with you to resolve the problem.

We aim to respond to all complaints as quickly as possible.

How to complain

 

FINANCIAL OMBUDSMAN SERVICE

If a complainant is not satisfied after receiving the Final Response from us then they have the right to make a
complaint to the Financial Ombudsman Service. They must do this within 6 months of the date of the Final
Response letter.

The Financial Ombudsman Services details are as follows:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Tel: 0800 023 4567 (free for most people from a fixed line) or 0300 123 9123 (cheaper for those calling using
a mobile) or 020 7964 0500 (if calling from abroad)
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

We will co-operate fully with the Ombudsman in resolving any complaints made against us and will aim to
respond within 2 business days to any information requests from the Ombudsman. We agree to be bound by
any awards made by the Ombudsman. We undertake to pay promptly any fees levied by the Ombudsman.