EMultiservices Ltd — Complaints Procedure
Effective date: 01 January 2026
1. Commitment
We take complaints seriously and aim to resolve them fairly and promptly.
2. Scope
Covers complaints about EMS services (administrative support, information sessions, bookings, communication, moderation).
If the complaint concerns legal advice/work of an independent professional, it must be addressed to that provider under their process (we can assist in directing it if needed).
3. How to submit a complaint
Email: info@emultiservices.com
Postal address: 333 Walworth road. Elephant Passage. Unit F. SW17 7LS
Include: contact details, service/date, what happened, expected outcome, evidence.
4. Process and timeframes
- Acknowledgement: 3 working days
- Internal investigation
- Initial response: 10 working days (or notice of extension)
- Proposed resolution: apology, correction, repeat service, partial/full refund or other measure
5. Escalation
If dissatisfied, request review within 14 days. A senior manager will respond within 10 working days.
6. Data protection complaints
For personal data: info@emultiservices.com. You may complain to the ICO.
7. Conduct
We do not tolerate abuse or threats. We may limit communication to written channels.