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Complaints

“People are reluctant to complain but only by knowing what has gone wrong will we be able to continually improve in the future”

Enumis Ltd is committed to providing excellent customer service to everyone who is affected by its operation. We do not look at complaints as unwanted and we are firmly committed to a process of continuous improvement of which the complaints procedure is just one element. In order to hear these complaints, Enumis makes it as easy as reasonably possible to understand when and how to create a complaint. We accept complaints through a number of different channels, including simply phoning us.

Recognising that sometimes things go wrong, or mistakes are made, we would still like to know about situations that customers may not regard as a ‘complaint’, as it may help us deal with something we would otherwise overlook. These smaller things that go wrong or small misunderstandings can often be put right very quickly. We want to know about these; we want customers to get an acceptable solution very quickly but we also need to learn from the process.

In striving for excellent customer service, we realise that this is a high standard and in order to meet it, we need to be made aware of even the most minor failing. In order to avoid customers feeling that a minor issue is not worth raising as a complaint, we take steps to encourage comment and constructive criticism at every level.

 Complaints Process

Our preferred way for you to make a formal complaint is to write or email an explanation of the issue that has caused dissatisfication. A complaint should ideally also provide an explanation of what the person making the complaint requires to be done to resolve the issue. Our online Contact Form can be used to make a complaint - please choose the "Complaint" Enquiry type.

We will send or provide you with an acknowledgement giving you a complaint registration number; including this number with any further correspondence will assist Enumis Ltd.

All correspondence about complaints will be treated as confidential.

When we have considered the detail of the complaint, you will receive a written response detailing any proposed remedial action. This will be done within 28 days of the receipt of the original complaint. If this is not possible, we will explain this in writing within the 28 days.

You can request a second review if you do not accept the first and the matter will be referred to a more senior person within Enumis Ltd. Following any second review, you will provided with a written response detailing any changes to the previously proposed remedial action. In the majority of cases the second review will be the final position of Enumis Ltd. However, this final response will also indicate if, and how, the complaint can be progressed beyond this second stage.

If at any stage you wish to stop a complaint from being progressed, you can do so in writing or email to the Complaints Team. Enumis Ltd reserves the right to continue to investigate serious complaints in these circumstances.

Ombudsman

If you’re not happy with the final decision we've taken, you may wish to take your complaint further. Depending on certain factors, you may be able to ask the Financial Ombudsman Service to look into it for you.

The Financial Ombudsman is a free, independent service for resolving disputes between customers and financial services institutions. You will need to contact them within 6 months of our final response letter and they will need to see our final response as part of their review.

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