Guidance

Complaints and disputes: procedural, information provision and reporting requirements

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

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Published
1 December 2020

Last updated
22 July 2021 - Changes

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Contents

• Complaints and disputes: procedural, information provision and reporting requirements

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• 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

g) Value Added Tax

The Commission is not registered for VAT and therefore all costs are shown inclusive of VAT where VAT has been charged.

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Last updated: 22 July 2021

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