Complaints Policy

At Elmrep, we are dedicated to providing excellent customer service, transparent pricing, and top-quality office equipment. However, if you are not entirely satisfied with any aspect of our service, we are here to resolve the matter quickly and professionally. Your feedback is important to us, and we treat all customer complaints with the utmost seriousness.

This document explains how we handle complaints and the steps we take to address any concerns.

How to Make a Complaint

If you need to make a complaint, we aim to resolve it as efficiently as possible. You can submit your complaint through the following methods:

Email: complaints@elmrep.co.uk

Post:
Elmrep House
Eastern Avenue
Gloucester
Gloucestershire
GL4 6QS

Telephone: 01452 300 959 (Monday to Friday, 9 am – 5 pm, excluding public holidays)

How We Handle Your Complaint

We strive to resolve complaints by the close of business on the third working day after receiving them. If we can resolve your complaint within this timeframe, we will send you a summary resolution letter, which will also outline how you can escalate the issue to the Financial Ombudsman Service (FOS) if you are not satisfied with our solution and are eligible.

If the issue cannot be resolved within three working days, we will acknowledge your complaint in writing by the end of the third day. We will keep you informed throughout the process and aim to provide a full resolution within four weeks.

After investigating the issue, we will provide a final response, detailing whether your complaint has been upheld and how we plan to resolve the issue if applicable. If we are unable to resolve your complaint, we will explain our decision and next steps.

Regulated by the Financial Conduct Authority (FCA)
Elmrep is regulated by the Financial Conduct Authority and authorised to enter into Regulated Consumer Hire Agreements as the Owner. You can view our FCA credentials here.

If you are a sole trader or operate as an individual (rather than a limited company), you are eligible to refer your complaint to the Financial Ombudsman Service (FOS). Should we be unable to resolve your complaint within four weeks, we will provide information on how to escalate your complaint to the FOS.

Financial Ombudsman Service (FOS)

Contact Information:
Address:
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Phone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk

If you wish to refer the complaint to the FOS, you must do so within six months of receiving our final response.