What will happen if I instruct EMCAS to deal with my complaint?

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:

• Compose an initial letter to your PPI provider detailing your reasons for complaint and requesting a copy of any documentation that they have which may be relevant to your case. This letter will also instruct them that as we are dealing with your complaint any correspondence and any questions or matters relating to your claim should be directed to your claims manager at EMCAS.
• Provide you with copies of any correspondence so that you can retain them for your own records.
• Act as an intermediary between you and your PPI provider, including responding and managing all correspondence relating to your claim.
• Ensure that once a decision has been reached and your claim is successful that any compensation offered has been correctly calculated and incorporates all aspects of your complaint.
• Consider any rejection of your complaint alongside the evidence provided by your PPI provider to determine whether or not their rejection is justified. If we believe that the rejection is unjust we will appeal against their decision directly stating our reasons for doing so.
• Take your complaint to the Financial Ombudsman Service if necessary. There is no extra charge for doing so. If EMCAS believe the rejection is justified we will inform you of the outcome promptly. If you are unhappy with the conclusion of your claim you then have the option of referring your claim to the Financial Ombudsman Service independently.