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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.

Contents

  1. 1- The purpose of this guidance
  2. 2 - Defining complaints and disputes
  3. 3 - Complaints handling requirements
  4. 4 - Time limits and escalation of complaints
  5. 5 - ADR requirements
  6. 6 - Information to customers
  7. 7 - Information we require

Files

Some files may be not be accessible for users of assistive technology. If you require a copy of a file in an accessible format contact us with details of what you require. It would help us to know what technology you use and the required format.

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