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Our Complaints Process

How to Make a complaint

We hope that you will be happy with our processes and report, but if anything does go wrong
or you have any feedback then please let us know.
We are normally instructed via a solicitor, which means that they rather than the divorcing
party are our client. We would normally expect to receive any feedback via our clients, but
we will follow our normal complaints process if we receive feedback directly from a divorcing
party who is represented by a solicitor.

You can raise a complaint or any feedback by telephone (0345 838 2551), email or post (Office 8, Arun Business Centre, Ferry Road,
Littlehampton, BN17 5DS).

How we will deal with your complaint/feedback

We will investigate your complaint in order to understand exactly what has gone wrong. We
will include both actuaries who worked on your report in this investigation as well as our
admin team. Our office manager will collate the information and make sure they understand
what your complaint relates to, what we did wrong and how we can put things right.
Once we have investigated your complaint, we will let you know what the result of this
investigation is and what we propose to do.
We will not close a complaint until we have taken the action we proposed as a result of the

Who we will communicate with

As we are normally acting as a single joint expert, we will need to keep the other party fully
informed of any communications we have with you. We will therefore immediately let them
know that we have received correspondence from you. Before sharing any letter or email
with the other party we will ask for your permission to do so.
Where we are instructed via a solicitor, and we receive correspondence directly from the
divorcing party we will inform the solicitor that we have received correspondence and share
this correspondence with them once we have permission from the complainant.
Before we can respond to your complaint, we will need permission to share details of the
issue with both your solicitor (where relevant) and the other party.
Where you are represented by a solicitor we will normally correspond with them rather than
you, even if you raise the issue. We are however normally able to copy you in on all
correspondence regarding an issue you have raised.

Reviewing Complaints

All complaints, comments and feedback are logged. The Board of EPS regularly reviews all
complaints, to see if any lessons need to be learned and/or any of our procedures need to
be amended or adapted.

If you are not satisfied with our response

All of our directors and actuaries are members of the Institute and Faculty of Actuaries. If
you are unhappy with our response and would like to make a complaint about the
professional misconduct of one or more of our actuaries, then you can do so through the
IFoA Complaints and Disciplinary process

Click here to access a pdf copy of Our Complaints Process