Complaints and disputes: procedural, information provision and reporting requirements
Guidance to licensees’ on policies, procedures and controls for handling customer complaints.
- 1 - The purpose of this guidance
- 2 - Defining complaints and disputes
- 3 - Complaints handling requirements
- 4 - Time limits and escalation of complaints
- 5 - ADR requirements
- 6 - Information to customers
- 7 - Information we require
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Last updated: 7 June 2021
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