| An initial complaint can be made verbally.
If the complaint cannot be resolved at this stage a written complaint
should be made. Upon receipt of a written
complaint the company will acknowledge and aim to resolve the issue
within five working days.
It may not always be possible to resolve an
issue within five working days and where this occurs the complainant
will be notified and the company will aim to resolve the issue within
twenty working days.
If following investigation and action, where
necessary, the complainant remains dissatisfied a further letter of
complaint should be made outlining the reason(s) why the complainant
remains disatisfied. At this point the issue will go to
Independent Arbitration. By making a further complaint the
complainant agrees that all documentation in relation to the issue is
passed to a third party for the purposes of Arbitration. |
