Complaints Policy

Amesmo Customer Complaints Policy
Amesmo is committed to providing a high level of service and quality products to clients and customers. The aim of this policy is to ensure that the Amesmo customer complaints procedure is transparent and easy to follow for customers who wish to make a complaint. Amesmo will always aim to settle any disputes or complaints in house, without the customer having to go through an external channel in order to establish a resolution. The policy will however clearly set out the external dispute channels available to the customer in the instance that a resolution can not be found.

Amesmo uses information from customer complaints in order to improve its processes and services going forwards. All complaints, despite their severity in nature are taken seriously and dealt with in a timely and effective manner as laid out in this policy.

Commencement of Policy
This policy will commence from 25/10/2018 and will replace any previous policy relating to   customer complaints whether written or verbal.

This policy will be reviewed annually in line with Amesmo’s company policy review programme.

Application of Policy
This policy applies to all stakeholders of Amesmo Ltd.

Making a complaint
We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints in confidence, involving only those individuals who are able to help resolve any complaints.

Amesmo assures clients that it will not withdraw or reduce services because someone makes a complaint in good faith.

Who can complain?
Anyone affected by the way Amesmo provides services or products can make a complaint.

A representative may complain for the affected person if they:

  •        have died
  •        cannot make a complaint themselves, or
  •        have given consent for the representative to act on their behalf

How you can make a complaint
Complaints can be made:

    • By email  (admin@amesmo.com)
    • By Letter (20-22 Wenlock Road, London, N1 7GU)
    • through an advocate or representative

where someone complains orally we will make a written record and provide a copy of it within 3 working days.

Anonymous complaints
We deal with anonymous complaints under the same procedure; however it is better if customers can provide contact details so that Amesmo is able to notify customers of the outcome of any investigation.

Responsibility
Responsibility in relation to complaints will depend on the nature of the complaint and the aspect of service or product that a complaint relates to. Amesmo has however appointed a Complaints Officer  who will act as the first port of call for customers. Amesmo’s complaints officer will ensure that the complaint is dealt with within the timescales laid out below, and that the appropriate department/individual is able to investigate the complaint in the first instance. Amesmo will always notify the complainant of the outcome. In the unusual event that Amesmo is unable to work within the time parameters set out (for instance if the investigation is reliant on information from a third party) the customer will be kept fully up to date and given a new outcome due date.

We will provide as far as is reasonably practical:

  •   any help you need to understand the complaints procedure; or
  •   advice on where you may get that help.

How Amesmo handle complaints:
Amesmo’s Complaints Officer will begin to investigate the complaint, liaising with any individuals or departments who will be needed to contribute to the investigation. That person/persons will have enough seniority and experience to deal with the issues raised by the complaint.

Amesmo will acknowledge a complaint within 3 working days and give the customer the name and contact details of the person investigating it.

Amesmo will keep you informed about the progress of the investigation. Amesmo aim to have all complaints finished within 8 weeks unless a different time scale has been agreed with the customer. If this is the case the reason for the changed time scale will be communicated to the customer.

When Amesmo have finished investigating, Amesmo will communicate the outcome to the customer in writing with:

  •   details of the findings;
  •   any action Amesmo have taken; and
  •   Amesmo proposals to resolve customers complaint.

Time limits
Customers should complain as soon as is possible after the date on which the event occurred or came to the customers attention.

Complaints made after 12 months or more, may be difficult to investigate due to Amesmo’s Data

Protection Policy which means that customer/client data will only be kept for a set period of time.

It will also be taken into consideration whether the customer had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint fairly and effectively.

Response Time Limits
Amesmo promises to acknowledge all complaints within 3 working days of receiving the Complaint, irrespective of how the complaint is received.

Should the customer complain through letter form, they should include a telephone number wherever possible so that Amesmo is able to contact them to acknowledge receipt although a letter will be sent back to the customer/client.

Amesmo aims to completely resolve all complaints and disputes within 8 weeks of the complaint being received however in circumstances where this will not be possible the customer /client will be notified of the details.

Further Steps
Amesmo will of course strive to prevent any complaint or dispute being escalated.

In circumstances however, where the customer/client is not happy with the outcome, there are other avenues listed below where they can seek free advice and Services.

The Financial Ombudsman Service would ask customers to give Amesmo the time to resolve the dispute, however if the customer is still unsatisfied with the response they are then able to contact the FOS for assistance with the complaint.

Should the customer wish to escalate the complaint to the FOS, they must do so within 6 months of the date of Amesmo’s final response. Contact details for the Financial Ombudsman Service are as follows,

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone enquiries and consumer helpline:

  • 0300 123 9 123 calls to this number cost no more than calls to 01 and 02 numbers
  • 0800 023 4 567 calls to this number are now free on mobile phones and landlines

Email: complaint.info@financial-ombudsman.org.uk

http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm

Where a complaint relates to information/data the customer may complain through The Information Commissioner’s office through the following link:

Website : https://ico.org.uk/make-a-complaint/
Telephone: 0303 123 1113

The European Commission provides for an online dispute resolution platform, which is free to use, offers free advice and support during a dispute and is available here:  https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.chooseLanguage.