Customer Service Charter

The Emerald Customer Service help desk is committed to providing the highest standards of help and support for all Emerald products and services.

Our aim is:

• To respond with courtesy and professionalism
• To reply to all questions, queries, problems or complaints within 48 hours.

How to contact Customer Services

Office hours

The Customer Service core hours are 9:00 am to 5:00 pm (UK time)

Our standards of service

• All queries submitted to the Customer Service email addresses will be answered within 48 hours.
• If a member of staff is available, all telephone calls to the Customer Service numbers will be answered within four rings and we will identify ourselves by name.
• For online support, if no representative is available, or if you call outside of our core office hours, your call will be diverted to an answer phone.
• All answer phone messages will be responded to the same day if your message was left before 4:00 pm (UK time), or by 12:00 pm (UK time) the next working day.

Complaints procedure

We believe that the best way to solve a complaint and to achieve customer satisfaction is to deal with the issue at the point of initial contact. However, if you continue to be dissatisfied with the service you are receiving, please contact Bill Russell, our Sales and Marketing Director, at the address above.

Feedback

As we are committed to customer service and continuous improvement, we value feedback on how we can improve our service.

If you are in anyway still unsatisfied, please let us know so that we can continue to help resolve your issue and prevent it from happening again.

If you are happy with our level of service, then please also let us know – we like to know if we are getting things right!