Complaints policy.

EHR Services LTD

Last Updated: 9 November 2026

1. Introduction

EHR Services LTD is committed to providing high-quality products, services and customer support. We value customer feedback and take all complaints seriously.

This Complaints Policy explains how customers can raise concerns or complaints about our services, how we handle complaints and how customers can escalate their concerns where necessary.

We aim to resolve complaints fairly, transparently and as quickly as reasonably possible.

2. What Can You Complain About?

Customers may submit a complaint regarding any aspect of our services, including:

• The quality of products or services provided.
• Installation arrangements or service delivery.
• Customer service and communication.
• Sales information or representations made by our team.
• Delays, administration or appointment arrangements.
• Our role in introducing customers to finance providers.
• Any other concern relating to your experience with EHR Services LTD.

3. How to Make a Complaint

Customers can submit a complaint using any of the following methods:

By Email:
info@ehrservices.uk

By Telephone:
07828658559

By Post:
EHR Services LTD
9 Stanhall Mews
Stanningley
Pudsey
England
LS28 6AZ

Please provide the following information where possible:

• Your full name.
• Contact details.
• Details of the product or service concerned.
• A clear explanation of your complaint.
• Any relevant supporting documents or photographs.
• Your preferred method of contact.

You do not need to use a special form to submit a complaint.

4. How We Handle Complaints

Once we receive your complaint, we will:

1. Acknowledge receipt of your complaint.
2. Review the details and any supporting information.
3. Investigate the matter fairly and objectively.
4. Contact you if further information is required.
5. Provide an explanation of our findings and any proposed resolution.

We aim to acknowledge complaints within five working days and provide a substantive response as soon as reasonably possible.

If an investigation takes longer than expected, we will keep you informed of the progress.

5. Finance-Related Complaints

EHR Services LTD acts as an Introducer Appointed Representative of First Call Group Limited (FCG).

EHR Services LTD does not provide lending facilities directly. Customers seeking finance may be introduced to First Call Group Limited, which acts as a credit broker and offers finance from its panel of lenders.

Finance-related complaints may concern matters such as:

• The finance application or introduction process.
• Information provided during the finance introduction.
• Communication relating to a finance application.
• The conduct or service of the finance broker or lender.
• Finance agreements and their administration.

Where a complaint relates to First Call Group Limited, a lender or another regulated finance provider, we will direct or refer the complaint to the appropriate organisation in accordance with the applicable complaints arrangements.

We will cooperate with First Call Group Limited where a complaint concerns our activities as its Introducer Appointed Representative.

Customers may also raise finance-related complaints directly with the relevant finance provider.

First Call Group Limited / FinanceWorks complaints contact details:

Please refer to the relevant finance provider's official complaints procedure and contact information.

6. Escalation of Complaints

If you are dissatisfied with the way your complaint has been handled by EHR Services LTD, you may request that the matter is reviewed by a senior member of our management team.

For complaints involving regulated finance activities, the relevant finance provider will explain its formal complaints and escalation procedure.

Where applicable, customers may have the right to refer their complaint to the Financial Ombudsman Service, subject to its eligibility requirements and referral time limits.

Financial Ombudsman Service
Website: https://www.financial-ombudsman.org.uk/
Telephone: 0800 023 4567

Customers should refer to the relevant finance provider's final response for information about their specific referral rights and applicable deadlines.

7. Fair Treatment and Confidentiality

All complaints will be handled fairly, professionally and without discrimination.

We will treat customer information confidentially and process personal information in accordance with applicable data protection legislation and our Privacy Policy.

Making a complaint will not result in unfair treatment or negatively affect the way we provide our services.

8. Continuous Improvement

We regularly review customer feedback and complaints to identify opportunities to improve our services, customer communication and internal procedures.

We use complaints as an opportunity to identify issues and prevent similar problems from occurring in the future.

9. Contact Us

If you have a complaint or require further information about this policy, please contact:

EHR Services LTD
Email: info@ehrservices.uk
Telephone: 07828658559

Registered Office:
9 Stanhall Mews, Stanningley, Pudsey, England, LS28 6AZ.

Registered in England and Wales.

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EHR Services LTD reserves the right to review and update this Complaints Policy periodically to reflect changes in its business operations and applicable regulatory requirements.