Complaints that cannot easily be resolved over the telephone should be made in writing and directed to the EMS Service Manager.
We will acknowledge receipt of your complaint, using your preferred method of communication, within three working days.
We take all complaints seriously and aim to address your concerns thoroughly, promptly, and politely.
We aim to investigate and resolve all customer complaints as quickly as possible but generally within 20 working days of receipt. The length of time will depend on the issues involved. If it is not possible to reach a prompt conclusion, we will contact you with an explanation, and set out expected timescales by which matters should be resolved.
Any correspondence will be treated in confidence. An exception will be made in the event that a third party is implicated by your complaint, and we need to discuss the details of your issue with them in order to reach a satisfactory conclusion.
Where necessary, we will do everything we can to put things right and will review our procedures to stop problems happening again.
We aim to resolve all our customer complaints internally. If you are not satisfied with the outcome of your complaint you may write to the Chair of our Board of Trustees within 20 working days of the outcome to request that the handling of your complaint be reviewed