Complaints Policy

1. Introduction

At Ember, we are committed to providing quality software and services in accounting and tax. We value feedback and take all complaints seriously as they assist us in enhancing our products, services, and customer relations. This policy outlines our approach to managing complaints.

2. Purpose

The primary objective of this policy is to provide guidelines on:

  • Efficiently and effectively addressing complaints
  • Ensuring the process is transparent and fair
  • Utilising feedback for the continuous improvement of our services

3. Scope

This policy covers complaints about:

  • The quality or delivery of our accounting services
  • The functionality, efficiency, or reliability of our software products
  • The behaviour or conduct of our employees or associates

4. Definition of a Complaint

A complaint is any expression of dissatisfaction or concern made to us about our services, products, or the behaviour of our team.

5. Complaints Procedure

5.1. How to make a complaint

Customers can make complaints through:

  • Email: [email protected] or message us through the Intercom pop-up in the Ember app.
  • Postal Mail: 3rd Floor 86-90 Paul Street, London, England, EC2A 4NE

Including the following information as a template below:

  • Subject: Complaint
  • Phone: [Insert Phone Number]
  • A detailed description of your complaint and the relevant timeline for us to review.
  • Any supporting evidence where appropriate

5.2. Acknowledgement

All complaints will be acknowledged within 3 business days of receipt. The acknowledgment will contain:

  • An overview of the complaints process
  • Expected timeframes for resolution

5.3. Assessment and Investigation

Once acknowledged, the complaint will be assessed to determine its nature and severity. The appropriate department or personnel will then investigate the complaint and obtain additional information from the customer where necessary.

All complaints will be assessed fairly, consistently, and promptly with consideration for:

  1. The subject matter of the complaint
  2. Whether the complaint should be upheld
  3. what remedial action or redress (or both) may be appropriate

When assessing a complaint we will also consider the following factors:

  1. Similarities with other complaints received
  2. Relevant guidance published by the FCA, other relevant regulators, and The Financial Ombudsman Service.
  3. Appropriate analysis of decisions by the Financial Ombudsman Service concerning similar complaints received by Ember.

5.4. Communication

Throughout the investigation, we will keep the customer updated on the progress at regular intervals.

Depending on the type of complaint, we may create a ticket for you to then see the progress of via the Intercom pop-up in the Ember app.

5.5. Resolution

Upon conclusion of the investigation, the customer will be informed of the outcome and any remedial actions taken. We aim to resolve complaints within 15 business days from receipt. Complex cases may take longer, but the customer will be kept informed.

The message sent by Ember will always contain the following:

  • Reference to the original complaint and confirmation that Ember deems the complaint to now be resolved.
  • Information on how to refer the complaint to the Financial Ombudsman Service if the customer is still dissatisfied.
  • The website address of the Financial Ombudsman Service with reference to the availability of further information on this site.

The resolution will normally be communicated to the customer via email however Ember can consider alternative means of communication if we feel it better meets the customer’s needs.

A complaint is deemed closed where the customer has indicated acceptance of a response from Ember (this response does not need to be in writing)

5.6. Record Keeping

All complaints and their outcomes will be recorded and stored securely for internal review and compliance purposes. Complaints will be held for a minimum of 3 years.

5.7 Further follow up

All complaints will be considered to determine if further support for that customer is needed going forward and appropriate actions will be put in place.

5.8 Internal processes

All complaints will be reviewed to determine if any changes are needed to internal processes. We will ensure any failures in internal processes will be amended within 30 days of the resolution of the complaint.

5.9 Compensation

All complaints will be reviewed to determine if any compensation is appropriate. This will be discussed with the customer directly where applicable.

5.10 Forwarding a complaint

If we have reasonable grounds to be satisfied that a third-party may be solely or jointly responsible for the matter alleged in a customer complaint, we reserve the right to forward the complaint or the relevant part of it in writing to the third party.

We ensure this is done promptly and that the customer is informed in our response of the reasoning behind the forwarding of the complaint to the third-party. We also will provide the customer with the third party contact details.

If we are forwarded a complaint from a third party, the same complaints policy and timeframes will apply.

6. Confidentiality

The customer’s personal details will be kept confidential and will only be used for addressing the complaint.

7. Feedback Improvement

Complaints will be analysed regularly to identify trends and areas for improvement. Remedial actions and changes will be incorporated into our continuous improvement strategies.

8. Review

This policy will be reviewed annually to ensure it meets the needs of our customers and aligns with legislative and industry changes.

9. External Dispute Resolution

If a complaint is not resolved to a customer’s satisfaction, they can escalate their complaint to an external dispute resolution body. Please find links below to the respective independent body who is responsible for each type of dispute.

General Finance dispute → Financial Ombudsman

Account Information Service Provider complaints governing body → Financial Conduct Authority

Professional Accounting Services complaints governing body → Institute of Chartered Accountants England and Wales (ICAEW)

10. Employee Training

All our employees receive regular training on this policy to ensure they are equipped to handle complaints in line with our commitment to quality and continuous improvement.

11. Contact

For any questions or clarifications regarding this policy, please contact our Complaints Manager directly, Steven Anderson, at [email protected].

By using our services and products, customers agree to the terms set out in this complaints handling policy. This policy is available on our website and can be provided in physical form upon request.