Complaints
We always endeavor to provide the best service and products for our customers. However, on rare occasions, we recognise that there may be times when our customers may not be completely satisfied.
To ensure we are able to put things rights as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction.
Complaints Procedure
Eastern Adaptations Limited trading as EA Mobility
Updated 2021
Complaints contact details
Hereford House – Hereford Way – King’s Lynn – PE30 4JD
Telephone: 0800 955 8810
E-mail: enquiries@eamobility.com
Our Procedures
Any complaint verbal or written will be referred to our project team at the earliest opportunity. We will also:
- Acknowledge the complaint in writing promptly
- Record details on the firm’s system
- Make contact to seek clarification on any points where necessary
- Fully investigate the complaint
- Keep you informed of our progress
- Discuss with you our findings and proposed response
- Ensure that our firm partners have a compliant complaints procedure and are communicating with their customer using this
- Provide clear deadlines to respond
You will receive contact from us advising on progress if we cannot respond immediately. We will let you have our final response as soon as possible and not later than eight weeks.
Investigation
The project team will establish the nature and scope of the complaint having due regards to the Financial Conduct Authority’s direction:
- Deal with complaints promptly and fairly
- Give complainants clear replies and, where appropriate, fair redress
- We may take up to 8-weeks to provide a response
Eligible Complainants
The firm’s policy is to treat all complainants the same; however, eligible complainants are legally defined and have additional rights in law that we must acknowledge and adhere to.
The Financial Conduct Authority complaints rules apply to complaints:
- An eligible complainant or someone on their behalf may make complaints.
- Complaints relating to regulated activity fall under the Financial Conduct Authority complaints rules.
- Involving an allegation that the complainant has suffered, or may suffer, financial loss, material distress, or material inconvenience.
Final response
This will set out clearly our decision and the reasons for it. If any compensation is offered a clear method of calculation will be shown.
If the firm is dealing with an eligible complainant and a regulated activity, they must include details of the Financial Ombudsman Service in the final response.
- Explain that the complainant must refer the matter to the ombudsman within six months of the date of the final response letter or the right to use this service is lost
- Indicate whether we consent to waive the relevant time limits.
Complaints Settled within 3 business days
The company can record and communicate complaints that can be settled to the customer’s satisfaction within 3 business days differently.
Where the firm considers a complaint to be resolved to the customer’s satisfaction under this section, they will promptly send a ‘Summary Resolution Communication,’ being a written communication from them which:
- It refers to the fact that the customer has made a complaint and informs them that we now consider the complaint to have been resolved to the customer’s satisfaction.
- The firm will tell the customer that if they subsequently decide that they are dissatisfied with the resolution of the complaint they may be able to refer the complaint back to the firm for further consideration or alternatively refer the complaint to the Financial Ombudsman Service;
- Provide the website address of the Financial Ombudsman Service; and
- Refer to the availability of further information on the website of the Financial Ombudsman Service.
In addition to sending you a Summary Resolution Communication, the firm may also use other methods to communicate the information where:
- We consider that doing so may better meet the customer’s needs; or
- They have already been using another method to communicate about the complaint. This may include recorded calls, emails, or text messages.
Closing a complaint
EA Mobility considers a complaint closed when we have made our final response to the customer. This does not prevent a customer from exercising any rights they may have to refer the matter to the Financial Ombudsman Service.
Financial Ombudsman Service
We will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by the Ombudsman. The firm undertakes to pay promptly any fees levied by the Ombudsman.
How Long You Have to Complain to the Financial Ombudsman Service
You have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date the final response letter.
So, if you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.
Contact
The Financial Ombudsman Service, Exchange Tower, London E14 9SR |
Tel: 0800 023 4567 (free for most people ringing 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 |