Complaints

Introduction

EMaC has in place clear and effective procedures for the reasonable and prompt handling of complaints.  Each of our customers are important to us, and we believe you have the right to a fair, swift and courteous service always. This document sets out the complaints handling procedures that we will follow if you make a complaint.

EMaC is committed to ensuring that all complaints received are handled fairly, consistently and promptly and that the firm identifies and remedies any recurring or systematic problems, as well as any specific problems identified by a complainant. We will continue to do all we can to learn from the complaints we receive to improve our level of service to you in the future.

Definition of a complaint
For the purpose of clarity, a complaint is any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant. A complaint must involve an allegation that the complainant has suffered, or may suffer, financial loss, material inconvenience or material distress.

How can you make a complaint?
If you wish to raise a formal complaint with EMaC, this must be clearly stated to EMaC verbally or plainly written in any correspondence to ensure we can handle the complaint correctly and efficiently. All correspondence should also contain the below information:

• Details of the problem or dissatisfaction
• Complainant Name and Address
• Service Plan Number and Vehicle Registration
• Appropriate contact number

By telephone: 0330 099 6826
If a complaint is received by telephone, an EMaC Advisor will attempt to resolve it during the initial call.  If they are not able to provide a first call resolution, the Advisor will summarise the concerns raised by the Customer and will subsequently create a ‘Complaint Case’.  A unique ‘Complaint Case Reference ID’ will be provided to the Customer on the call.

By email: complaints@emac.co.uk
If a complaint is received by email, a unique ‘Complaint Case Reference ID’ will be provided to the Customer as soon as possible.

By letter: EMaC House, Southmere Court, Crewe Business Park, Cheshire, CW1 6GU
If a complaint is received by letter, we will respond to the letter confirming we are in receipt of the complaint within 48 hours. The response will include the Customers unique ‘Complaint Case Reference ID’.

What will we do once we have received your complaint?
Your complaint will be referred to our Customer Care team, as soon as possible. If the Customer Care team is involved in the subject matter of the complaint, your complaint will be referred to the Compliance Manager of EMaC Ltd. We will promptly acknowledge your complaint in writing.

Investigating and resolving your complaint
We will investigate your complaint fairly, consistently and promptly, determine whether the complaint should be upheld, and (if appropriate) determine remedial action and/or redress. We will set out our conclusions in a final response to you.  If we decide that redress is appropriate, we will aim to provide you with fair compensation for any acts or omissions for which we are responsible. If you accept our offer, we will promptly provide a compensation to you.

Our timetable for responding to you
Once we have acknowledged your complaint, we will keep you informed of our progress.  Within 8 weeks of us receiving your complaint, we will send you either a final response or a written response, which explains why we are not able to make a final response to you and when we might be expected to provide one. Where possible, we will provide this within 28 days.

Closing complaints
We will regard your complaint as closed in the following circumstances: –

• Once we have sent you a final response; or
• Where you have told us in writing that you accept an earlier response that we have sent to you

Dispute Resolution
Where your complaint cannot be resolved, once you have exhausted our internal process and received a final written response, or where 8 weeks have passed, you may refer the dispute to The Motor Ombudsman. All referrals to The Motor Ombudsman must be made within 12 months of the date we provide our final written response.
The Motor Ombudsman is the automotive dispute resolution body. Fully impartial, it is the first ombudsman to be focused solely on the automotive sector and self-regulates the UK’s motor industry through its comprehensive Chartered Trading Standards Institute (CTSI)-approved Codes of Practice.

Address:
The Motor Ombudsman
71 Great Peter Street
London
SW1P 2BN
Telephone: 0345 241 3008
Website: https://www.themotorombudsman.org