Registered Office Address

EmployEase: The Employment Practice Ltd
20-22 Wenlock Road, London, England, N1 7GU

Company registered in England and Wales under registration number: 2931940
VAT: 667 8743 73

Complaints procedure

Regulatory requirements

The Financial Conduct Authority requires Employease (“the Firm”) to operate a complaints handling policy that enables the effective identification, investigation and resolution of customer complaints.

Principle 6 of the FCA’s Principles for Businesses requires the Firm to treat customers fairly. Part of the Firm’s commitment to treating customers fairly is to ensure that customers do not experience any post-sale barriers such as experiencing difficulties in lodging complaints.

Definition

The FCA define a complaint as any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of a customer or potential customer about the provision of, or failure to provide, an employment law claims management service which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience and relates to an activity of the Firm or any other organisation that the Firm has some connection to in marketing or providing employment law claims management services or products.

In other words, a complaint is any expression of dissatisfaction about the provision of the Firm’s claims management activities, whether justified or not.

Submitting a complaint

The Firm seeks to provide customers and potential customers with excellent customer service. However, in the event that a customer or potential customer wants to lodge a complaint to the Firm they are able to do so by email, telephone or post. A complaint can be lodged on the below:

• Email: info@employease.co.uk
• Post: 1 Fetter Lane, London, EC4A 1BR
• Telephone: 0333 939 8741

Acknowledgement

The Firm endeavours to send complainants a written acknowledge of complaints within 5 business days of receipt.

Complaints investigation

The Firm will investigate the subject matter of the complaint and, where required, may contact the complainant to obtain further information to adequately investigate the complaint. The nature of the investigation will depend on the nature of the complaint but may involve interviewing relevant staff and listening to call recordings.

The Firm will ensure that the individual(s) involved in investigating complaints are independent and have not been involved in the events complained about.

Final response

The Firm will endeavour to issue a final written response to the complaint within 8 weeks of initial receipt.

The Firm’s final response will either:

• Accept the complaint and, where appropriate, offer redress or remedial action;
• Offer redress or remedial action without accepting the complaint; or
• Reject the complaint and give reasons for doing so.

If the Firm is not in a position to issue a final response within 8 weeks the complainant will be provided with a written response explaining why the Firm is not in a position to issue a final response and set out the date by which the Firm expects to be able to issue one.

Appeal

Complainants have the right to escalate their complaint to the Financial Ombudsman Service, free of charge if they are dissatisfied with the Firm’s final response or if the Firm does not issue a final response within 8 weeks. The Financial Ombudsman Service can be found at https://cmc.financial-ombudsman.org.uk/

It is to be noted that complaints must be escalated to the Financial Ombudsman Service within six months of receiving the final response or of the 8-week deadline.

Review

The Firm will conduct a review of this policy on an annual basis, or sooner, if triggered by internal changes (e.g. business process changes) or external changes (e.g. changes in law).

Employease: The Employment Practice Ltd is regulated by the Financial Conduct Authority in respect of regulated claims management activity (FRN: 836248 ), in respect of regulated claims management activities; its registration is recorded on the website: https://register.fca.org.uk/ 

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Website Disclaimer

Employease: The Employment Practice Ltd gives no warranty of any kind, implied, expressed or statutory and makes no claims, promises or guarantees about the accuracy, completeness, or adequacy of the contents of this website. You acknowledge that any reliance on material found on this website will be at your own risk. Employease: The Employment Practice Ltd expressly disclaims liability for any interruptions, restrictions or delays of this website. Access to the site maybe interrupted, restricted or delayed at any time for any reason. You may be offered a number of automatic links to other websites which may interest you. Links provided within this website are not covered by Employease: The Employment Practice Ltd’s Privacy Policy. Employease: The Employment Practice Ltd has no control over third party websites accessible via links included on this website and therefore accepts no responsibility for or liability in respect of the content of those websites. You acknowledge that use of any automatic links to these websites is entirely at your own risk. Whilst Employease: The Employment Practice Ltd takes all reasonable steps to ensure the protection of personal information obtained by us, we cannot guarantee the security of any information sent to us on-line as the internet is not a secure medium and should not be used to send confidential or sensitive information. Employease: The Employment Practice Ltd HEREBY EXPRESSLY DISCLAIMS ALL LIABILITY WHATSOEVER (INCLUDING LIABILITY FOR CONSEQUENTIAL LOSS OR LOSS OF PROFIT) HOWSOEVER ARISING FROM THE USE OF INFORMATION CONTAINED ON THIS WEBSITE WHETHER DUE TO INACCURACY, ERROR, OMISSION OR ANY OTHER CAUSE AND WHETHER ON THE PART OF Employease: The Employment Practice Ltd OR ITS SERVANTS, AGENTS OR ANY OTHER PERSON.