Complaints

COMPLAINTS PROCEDURE

We want to give you the best possible service. However, if at any point you become unhappy with the service we have provided to you or you have concerns about your bill then you should inform us immediately so that we can do our best to resolve the problem for you.

We have a procedure in place which details how we handle complaints which is set out below. We have eight weeks to consider your complaint. If we are unable to help you, then you can have the complaint independently looked at by the Legal Ombudsman.

The Legal Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem. If you wish to refer your complaint to the Legal Ombudsman this must be done within six months of our final response to your complaint. The contact details for the Legal Ombudsman are set out below at the end of the complaint procedure below. Do not send original documents to the Legal Ombudsman.

The procedure:

1. A complaint shall be defined as any written expression of dissatisfaction, whether justified or not, from or on behalf of any person receiving advice through Employease: The Employment Practice Limited (“Employease”), whether about our provision of a regulated claims management service or otherwise.

2. A complaint may be made by any reasonable means. Such means will include, but are not limited to: in person, telephone, letter or e-mail.

3. All complaints will be investigated by Julie Calleux, who is a person of sufficient competence. Where Julie Calleux was herself directly involved in the matter which is the subject of the complaint, Employease may appoint Amanda Galashan who is of sufficient competence to investigate.

4. All complaints will be responded to formally and in writing. Such response will adequately address the subject matter of the complaints.

5. The person charged with responding to the complaints shall have the authority to settle complaints and, in appropriate cases, to offer redress.

6. Where Employease decides that redress is appropriate, such redress will not be by way of financial compensation unless there is a legal entitlement to such compensation.

7. Employease shall not consider any complaint that is made more than six months after the complainant became aware of the cause of the complaint.

8. All complaints will be acknowledged in writing (which may include an electronic acknowledgement) within five business days of receipt. Such acknowledgement will provide the name or job title of the individual handling the complaint, together with details of Employease’s internal complaints handling procedures.

9. Employease, will, within eight weeks of receiving a complaint, send the

complainant either:

a) A final response which will inform the complainant that s/he can complain to the Legal Ombudsman, the timeframe for doing so and full contact details for the Legal Ombudsman; or

b) A response which:

i. Explains that the company is still not in a position to make a final response, gives reasons for the further delay and indicates when it will expect to be able to provide a final response; and

ii. Informs the complainant that s/he may refer the handling of the complaint to the Legal Ombudsman, the timeframe for doing so and full contact details of the Legal Ombudsman.

10. Employease will provide a copy of the complaints procedure with its terms of business to potential clients, publish details of its internal complaints handling procedures on its website, supply a copy on request to a complainant and supply a copy automatically to the complainant when it receives a complaint.

11. Employease will maintain records, and provide to the Regulator, on request, details of all complaints handled under these rules.

12. Julie Calleux’s and Amanda Galshan’s address for correspondence is:

1 Fetter Lane

London

EC4A 1BR

Our registered office address is:

202 Grangewood House

Oakwood Hill

Loughton

Essex IG10 3TZ

Our registered company number is: 2931940

Telephone number: 0845 123 3741

Email: [email protected] or [email protected]

Employease: The Employment Practice Ltd is regulated by the Claims Management Regulator, Authorisation Number CRM22837, in respect of regulated claims management activities; its registration is recorded on the website http://www.justice.gov.uk/claims-regulation

13. As you will have seen above, if we are unable to help you, you can refer your complaint to the Legal Ombudsman. If you wish to refer your complaint to the Legal Ombudsman this should be done within six months of the date of the letter setting out our final response to your complaint. The contact details for the Legal Ombudsman are:

Web: www.legalombudsman.org.uk/cmc

Tel: 0300 555 0333 between 8.30am and 5.30pm (03 numbers should cost no

more than calls to national geographic numbers).

Email: [email protected]

Legal Ombudsman

POBox 6804

Wolverhampton

WV1 9WG

14. You can also use: http://ec.europa.eu/odr to make a complaint and our email address is [email protected]