Here at Emu.co.uk we are always striving for great customer service for our customers and take every complaint very seriously. If you are not satisfied with any aspect of the credit brokerage service that you have received from William Ellis Sinclair (the Company, we, us, or our), we would like you to tell us your concerns to enable us to address them.
You can send in your complaint to Emu.co.uk by emailing firstname.lastname@example.org. Alternatively, if you want to write to us please send your complaint to Emu.co.uk, 26A Dunraven Place, Bridgend, CF31 1JD, United Kingdom.
To help us investigate and resolve your complaint as quick as possible please could you provide us with the following details:
– Your full name, address, date of birth and telephone number
– The full details of your concern. Please provide as much details as possible
Please note that we cannot deal with complaints regarding the service provider or any lender or broker we may refer you too. You will need to take up any complaints directly with the company directly.
Upon receiving your complaint we try to get it resolved within 24 hours of receipt.
If we cannot resolve this within the time stated, we will send you an acknowledgement that we have received your complaint and we will contact you within 5 working days of receipt and let you know who is dealing with it.
We will keep you informed of the progress of the investigation by writing to you no later than four weeks after receiving your complaint, to let you know the outcome of our investigations. If for some reason we have been unable to reach a resolution at this stage and further investigations are required, we will write to you at this stage informing you of the reasons for the delay.
We are committed to ensuring that you receive a final response letter within eight weeks of the Company receiving your complaint.
If you are dissatisfied with our final response, or we have not provided a final response within eight weeks of receiving your complaint you have a number of options available to you:
You can ask us for a formal review by contacting our Complaints Manager; and / or
You can ask the Financial Ombudsman Service (FOS) to review your complaint. You may contact FOS following the passing of eight weeks after making a complaint. You have a maximum of 6 months from date of receipt of our final response within which to contact FOS.
Please note, even if you have asked for your complaint to be reviewed by the Company, you still have the right to contact the FOS.
To request a formal review of our complaints procedure, please contact the Complaints Manager on:
The Complaints Manager, Emu.co.uk, 26A Dunraven Place, Bridgend, CF31 1JD, United Kingdom.
To submit a complaint to FOS, please contact the Financial Ombudsman Service, Exchange Tower, London, E14 9SR. Telephone option: 0800 023 4567, calls to this number are now free on mobile phones and landlines. Telephone option: 0300 123 9 123, calls to this number cost no more than calls to 01 and 02 numbers. Email: email@example.com.
In relation to your complaint you can also request a review from the European Online Dispute Resolution platform: here.
Emu.co.uk is NOT a direct lender and our loan-matching service is free to use. We don't charge a fee, but there might be a charge from some lenders within our network. Emu is a trading style of William Ellis Sinclair. Emu.co.uk does not make lending or credit decisions, we are not a lender - as a broker we match customer's loan applications with lenders in our database depending on the information provided. William Ellis Sinclair is authorised and regulated by the Financial Conduct Authority and is entered on the Financial Services Register under reference number 618190 with registered address 26A Dunraven Place, Bridgend, CF31 1JD. Licensed by the Information Commissioners Office (registration number ZA033005).