Complaints Procedure

Complaints Procedure

We aim to provide a calm, timely and professional service. If something has gone wrong, we want to put it right. This procedure explains how to raise a complaint and what happens next; it mirrors the complaints process in our Terms and Conditions.

How to raise a complaint

You can raise a complaint about our services in any of these ways:

  • Email: complaints@empzer.com
  • Phone: +44 (0) 330 390 4484
  • Client Portal
  • In writing to your designated Account Manager

Please include your company name and Purchase Order reference, a clear description of the issue with relevant dates, any supporting evidence, and the resolution you are seeking. Complaints about how we handle personal data follow the separate route below.

What happens next

  • Level One — Account Manager review. We will acknowledge your complaint within 2 Business Days, investigate it, and give a written response within 10 Business Days setting out our findings and any proposed resolution. If you are satisfied, the complaint is closed. If not, you can escalate to Level Two within 10 Business Days of our response.
  • Level Two — Director review. To escalate, write to director_complaints@empzer.com within 10 Business Days of the Level One response. A Company Director will review the matter and give a final written decision within 20 Business Days. This represents our final position.

Alternative dispute resolution. After Level Two, either party may propose mediation or arbitration before starting legal proceedings.

Data-protection complaints

If your complaint is about how we have handled personal data, please contact our Data Protection Officer at privacy@empzer.com. You also have the right to complain to the Information Commissioner’s Office (ICO) at ico.org.uk and, if you are outside the UK, to your local data-protection authority.

How we handle complaints

We keep records of complaints and their resolutions for three years. We treat complaints in confidence and will not penalise anyone for raising one in good faith. Nothing in this procedure affects your legal rights.