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a) Introduction - Independently Audited and Guaranteed Standards for Clients
Emsons’ Quality Management System (QMS) was devised and implemented from December 2003 to provide guaranteed and externally audited systems and service standards for all Clients of Emson Corporate Services PLC.
The QMS ensures that our business operations are conducted to documented procedures which are subject to continuous improvement and change in a controlled manner, ensuring that consistent methods and standards are applied throughout all of the Company’s commercial activities.
The QMS applies to every aspect of the arrangement and on-going administration of insurance policies for our Clients.
The QMS was devised by Emsons and is externally audited by Compliance Solutions Ltd, a leading compliance consultant and auditors.

b) Core Policies and Content : The QMS is divided into three "core" policies :

i) Customer Care Policy :
The Company is committed to ensuring that all Clients/Prospective Clients are dealt with courteously, efficiently and effectively at all times and that they are full satisfied in all of their dealings with us.
These detailed procedures ensure that we apply suitable systems and standards to achieve these objectives, and to ensure that we have suitable procedures for handling disputes and redress when things go wrong.
Issues Covered :

ii) Operations Policy :
This section ensures that standardised and documented procedures are implemented in relation to the Company’s internal management and arrangements.
Issues Covered :

iii) Business Conduct Policy :
The Company is committed to ensuring that the transaction of all business with Clients and Prospective Clients is managed and conducted in accordance with a standard set of operational and documented procedures, from the first moment a prospective client contacts us, through the quotation stage, to the on-going administration of their policies and processing of claims etc.
Issues Covered :

c) QMS - Available Documentation :
All Clients of Emsons are informed at renewal of their policies as to how the QMS relates to their dealings with us, including details of who to contact if you wish to make an alteration to your policy, claims procedures, complaints/disputes etc.
In addition to this, copies of relevant documentation from the QMS Manual are available to all Clients - please contact Nick Smallcorn (Nick.Smallcorn@emson.com for further information.)

d) FSA Compliance and QMS Interaction :
Emsons’ QMS has been specifically devised to incorporate the rules and requirements of FSA regulations and authorisations in respect of our conduct of insurance mediation activities.