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Guidance

Complaints and disputes: procedural, information provision and reporting requirements

Guidance to licensees’ on policies, procedures and controls for handling customer complaints.

7 - Information we require

Social responsibility code provision 6.1.1.7 requires licensees to keep records of customer complaints and disputes and make them available to us on request. The information requirements contained in this section are therefore not discretionary for licence holders.

Licence holders must keep a record of all complaints that enter the formal complaints procedure. The licence holder does not need to report to us those complaints that are resolved very easily. For example, quickly via live chat or at first contact in the premises, though the licence holder should still record these for their own purposes.

Licence holders must report the numbers of formal complaints they receive, and the number that are not resolved at the first stage of the complaints procedures, that is, those that become disputes, to the Commission. Licence holders must also report the number of disputes that they are aware have been referred to an ADR entity. This is part of the Regulatory Return reporting requirements, under Licence Condition 15.3.1.

Notifying the Commission

Licence holders must notify us of any change in the identity of the ADR entity they use, including where they temporarily use an ADR entity other than the one named in their complaints policies, as required by Licence condition 15.2

This information must also be provided by using eServices, using the following selections:

  • Type: LCCP Notifications
  • Type: LCCP Question: ADR provider.
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6 - Information to customers
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