| 1 | Customer complaints procedure | |
|---|---|---|
| 1.1 | Members must have an effective customer complaints procedure in line with the following: | |
| 1.1.1 | It is the responsibility of the member to resolve all complaints about their business | |
| 1.1.2 | Any complaints will be dealt with promptly, effectively and courteously, in accordance with good business practice and the terms of the scheme. A person will be nominated to take overall responsibility for the management of customer complaints. | |
| 1.1.3 | All customer complaints will be recorded. | |
| 1.1.4 | An initial response must be made to any customer complaint within five working days. | |
| 1.1.5 | If it is not possible to resolve a customer complaint within one month of receipt, the customer will be given a written explanation by the business detailing why the complaint has not been resolved and what steps are being taken. If a scheme member believes that a customer complaint is unjustified this may take the form of a full written explanation from the scheme member's perspective. | |
| 1.1.6 | Where it has not been possible to resolve the complaint, you must offer to refer the complaint to your local scheme operator to assist in reaching a solution. Alternatively, if the customer requests it you should provide them with the contact details of your local scheme operator. | |
| 1.2 | If necessary the Trading Standards Service will be able to offer civil advice to both parties. | |
| 1.3 | Members will co-operate with the Trading Standards Service or any other formal intermediary consulted by a consumer in an attempt to resolve any complaint. | |
| 1.4 | Where you have dealt with customer complaints in accordance with paragraph 1.1 above, without success but have not taken it through arbitration or small claims, we will try to assist in resolving the matter. | |
| 2 | Mediation | |
| 2.1 | If a solution to a customer complaint cannot be found then the local scheme operator may offer to mediate and / or conciliate. The details of mediation and conciliation processes do vary between individual scheme operators. Full details of any service offered will be made available by your local scheme operator. | |
| 2.2 | If a mediation and / or conciliation service is made available to members by the scheme operator then the business must ensure that the customer is aware of this service. The ultimate decision as to whether mediation and / or conciliation takes place lies with the scheme operator. The customer will always retain the right to decline use of any service offered and retain the right to seek redress through the court system. | |
| 2.3 | If a satisfactory conclusion still cannot be reached, the agreement of the customer and the business will be sought for the use of a mutually agreed adjudication scheme. There may be some cost to either/both parties for this service as it would be externally sourced. The business will accept the result of the adjudication. Where not agreed or where not available either party may decide to take the matter to the appropriate civil court. | |