If I instruct EMCAS to act on my behalf what happens next?

Before EMCAS start your claim we will provide you with written correspondence detailing our service and our Terms of Engagement. Once you have signed and returned our documentation you will have a 14 day 'cooling off' period in which you can cancel the agreement, however we will start the ball rolling immediately by contacting your provider in order to avoid any time constraints being applied to your case. EMCAS will:

• Assign you a dedicated Claims Manager who will review your investment/savings plan in accordance with what information you have given us about your circumstances/attitude to risk at the time you chose to invest.
• Compose an initial letter to your Insurer, Advisor or Fund Manager stating your reasons for complaint and requesting a copy of your file and any other documentation relevant to your case. This letter will instruct them to direct all correspondence and any questions or matters relating to the claim to your claims manager at the EMCAS claims office. Included will be an authority for EMCAS to deal with your complaint.
• Provide a copy of correspondence for your own records.
• Act as an intermediary between you and your Insurer, Advisor or Fund Manager including replying to and managing all correspondence relating to your complaint and taking the complaint to the Financial Ombudsman Service/Financial Services Compensation Scheme if necessary.
• Ensure that any compensation offered has been correctly calculated and covers all aspects of the complaint.
• Will consider any rejection of your complaint alongside the evidence provided by the company to determine whether their rejection is justified. If in the opinion of EMCAS there is insufficient evidence to reject the claim, EMCAS may appeal against the decision directly to the firm stating our reasons for doing so.
• Take the complaint to the Financial Ombudsman Service if necessary. There is no extra charge for doing so. If EMCAS believe the rejection is justified then we will inform you of the outcome promptly. If you are unhappy with our decision then you have the option of taking the claim to the Financial Ombudsman Service independently.