Complaints and queries Sample Clauses

Complaints and queries. 11.1. You should address any complaints or queries regarding the Heat Supply or Service Standards covered by this agreement to Us by: a. telephoning Our customer relations team on: 01223 874930; or b. emailing Us at: xxxx@xxxxxxxxx-xxxxxxxxx.xx.xx 11.2. We aim to fully resolve or agree a solution to your complaint at the first point of contact. If We cannot do this, We will complete Our investigations into the matter and contact You within 10 (ten) working days. 11.3. If You are still unhappy with the outcome of Your complaint, please contact Our head of customer relations on any of the contact points above. A full review of Your complaint will then take place. You will be kept updated during every stage of the complaint review. This review should also be completed within a further 10 (ten) working days of You contacting Our Head of Customer Relations. We will send You a Final Letter setting out Our final position on the complaint. 11.4. Nothing in this clause 11 affects any legal rights You may have.
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Complaints and queries. 9.1. If you are not happy with any aspect of our online service, discover a fault with our website, or if you have any queries or comments relating to an order placed online, please contact us and we will do everything we can to address your concerns. 9.2. Your access to the website may occasionally be restricted to allow for the introduction of new products or features, site development, maintenance or repairs. We will attempt to restore the service as soon as we reasonably can.
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Complaints and queries. 8.1 All complaints and queries must be notified to us within 10 days of the query or problem arising or within 10 days of the completion of the service requested. 8.2 All queries and complaints, you must initially contact us by phone and send us your query and complaint in writing. 8.3 Regarding all other data protection, compliance or expert witness consultancy, please refer to any additional conditions and warranties
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Complaints and queries. 12.1 The University operates a number of complaints procedures and policies, including the Complaints Procedure. 12.2 We also have the following specific complaints procedures in relation to complaints for: 12.2.1 results of examinations or assessments (these complaints are known as appeals and have procedures defined within Academic Appeals Procedure 12.2.2 equal opportunities (see Protection of Dignity at Work and Study Policy); and 12.2.3 sexual and racial harassment (see Protection of Dignity at Work and Study Policy). 12.3 You may also refer your complaint to the Office of the Independent Adjudicator for Higher Education. 12.4 If you have any queries about your Student Contract, you should contact: Chief Operating Officer/University Secretary, Leeds Trinity University, Horsforth, Leeds, LS18 5HD, who will be responsible for determining any matters of interpretation.
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Complaints and queries. 13.1 The University operates a number of complaints procedures and policies. These procedures and policies can be accessed on our website: xxxxx://xxx.xxxxxxxxxxxx.xx.xx/about/public- information/complaints/ 13.2 If you are not satisfied with the outcome of your complaint, you may also refer your complaint to the Office of the Independent Adjudicator for Higher Education at xxx.xxxxx.xxx.xx or OIA Second Floor, Abbey Wharf, 00-00 Xxxxx Xxxx, Xxxxxxx XX0 0XX. In addition, please note that prior to 1st January 2021, disputes may also be submitted for online resolution to the European Commission Online Dispute Resolution platform: xxxxx://xx.xxxxxx.xx/consumers/odr/main/index.cfm?event=xxxx.xxxx0.xxxx&lng=EN 13.3 If you have any queries about your Contract, you should contact: Chief Operating Officer/University Secretary, Leeds Trinity University, Horsforth, Leeds, LS18 5HD, who will be responsible for determining any matters of interpretation.
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Complaints and queries. 11.1. You should address any complaints or queries regarding the Heat Supply or Service Standards covered by this agreement to Us: a. By phoning our Customer Relations team on: 01223 874930 b. By emailing Us at: xxxx.xxxx@xxxxxxxxxxx.xx.xx 11.2. We aim to fully resolve or agree a solution to your Complaint at the first point of contact. If We cannot do this, We will complete Our investigations into the matter and contact You within 10 (ten) working days. 11.3. If You are still unhappy with the outcome of Your Complaint, please contact our Head of Customer Relations on any of the three contact points above. A full review of Your Complaint will then take place. You will be kept updated during every stage of the Complaint review. This review should also be completed within a further 10 (ten) working days of You contacting Our Head of Customer Relations. We will send You a Final Letter setting out Our final position on the Complaint. 11.4. If You are still not satisfied with Our final decision, then You may contact the Ombudsman for Energy who can deal with Your Complaint on Your behalf. The Ombudsman for Energy contact details are available at: xxx.xxxxxxxxx-xxxxxxxx.xxx/xxxxxxx/xxxxxx. Any direction or determination by the Ombudsman for Energy in respect of Your Complaint will be final and binding on both You and Us. 11.5. The cost for making any complaint to the Ombudsman for Energy will be borne by Us, except that We may charge You for any costs charged to Us by the Ombudsman for Energy where the Ombudsman for Energy has dismissed any complaint brought by You on the grounds that it has no merit. 11.6. Where We have advised that any subject matter of the Complaint is outside of the scope of Our responsibilities under this agreement, You should contact Your landlord.
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Complaints and queries. 13.1 In accordance with Regulations, the handling of complaints in relation to the Partnership Arrangement, and the commissioning of the Services referred to in the Agreement, shall be dealt with in accordance with a jointly agreed complaints policy. 13.2 Complaints made by service users and their carers about the provision of Services will be dealt with in accordance with the Trust’s Complaints Procedures and/or, where appropriate, the Complaints Procedures of the Council. Those wishing to make a complaint will receive guidance as to the most appropriate procedures to use. The Partners will provide the Partnership Board with a report on complaints on a quarterly basis, as well as an annual report. 13.3 The Trust will make arrangements to fully respond to issues and questions raised by Members of Parliament and Councillors.
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Complaints and queries. 11.1. You must respond to queries and complaints made by a holidaymaker and do your best to settle them. You must make sure a representative is available to go to the property at short notice at reasonable hours to deal with issues or complaints. 11.2. For complaints made direct to us, we may (but do not have to) try to resolve them and you will provide reasonable co-operation and help. We can offer holidaymakers compensation (to fully settle any claims against you and us) of up to 20% of the rental price. If a holidaymaker accepts any offer of compensation we make in line with this paragraph 11, you agree we can settle the complaint on your behalf and you will refund us any amounts we pay to the holidaymaker.
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Related to Complaints and queries

  • COMPLAINTS AND GRIEVANCES 7.01 If an employee has a complaint concerning the application, interpretation, administration, or alleged violation of any of the provisions of this Agreement, he/she shall take the matter up orally with his/her immediate Supervisor or designate within five (5) business days after the circumstance giving rise to the complaint. The Supervisor or designate will give his/her answer to the 7.02 If such complaint or question is not settled to the satisfaction of the employee, then the following steps of the grievance procedure may be invoked in order. It is understood that a grievance must be lodged within five (5) business days after receiving the Supervisor’s or designate response to the complaint as per article 7.01. STEP 1 Any employee grievance shall be set forth in writing, in duplicate, and shall be presented to the Supervisor. The submissions shall include reference to the specific clause and article of the Agreement allegedly violated or misinterpreted and redress sought. The Supervisor shall review the grievance and reply in writing to the Union within five (5) business days, giving his/her disposition and his/her reason thereof. STEP 2 If a settlement has not been reached under Step 1, the employee may within five (5) business days of the Supervisor's reply, refer the grievance to the Administrator of the Home, at interest, or his/her nominee. The Administrator of the Home or his/her nominee together with the employee and his/her Supervisor, and his/her Xxxxxxx, shall meet within five (5) business days of reference to the Administrator of the Home. The Administrator of the Home shall give his/her reply in writing to the Union within five (5) business days after date of meeting. STEP 3 If settlement has not been reached under Step 2, the employee may refer the grievance to his/her Union Grievance Committee which may within five (5) business days of the Administrator's reply refer the grievance to the Director of Human Resources or his/her designate. Within five (5) business days the Director of Human Resources or his/her designate together with such other representation as may be chosen to represent the Employer shall meet with the Union Grievance Committee to discuss the grievance. At this meeting a full-time representative of the Union may be present, if his/her presence is requested by the Employer or the Union. Written reply to the grievance shall be given to the Union within five (5) business days after such meeting. If a grievance is not settled to the satisfaction of either party to this Agreement by the procedure outlined above, then either party may, within ten (10) working days of the reply of the Director of Human Resources, refer the grievance to arbitration in accordance with the provisions contained in Article 9. 7.03 Any of the time allowances provided in the Article may be extended by mutual agreement in writing between the Union and the Employer. 7.04 Notwithstanding the provisions of the Ontario Labour Relations Act, any grievance not initiated or appealed at any stage of the grievance procedure, including reference to arbitration within the limits stipulated, shall be considered settled on the basis of the last decision and NOT subject to further appeal. 7.05 No employee written reprimand shall be entered in an employee's personnel file unless the employee and Local Recording Secretary or designate are given a copy of such written reprimand. 7.06 Saturdays and Sundays and paid holidays shall not be considered working days within the scope of this Article.

  • Complaints If you have a complaint relating to the sale of energy by us to you, or this contract generally, you may lodge a complaint with us in accordance with our standard complaints and dispute resolution procedures. Note: Our standard complaints and dispute resolution procedures are published on our website.

  • Complaints Process The School shall establish and adhere to a process for resolving public complaints which shall include an opportunity for complainants to be heard. The final administrative appeal shall be heard by the School's Governing Board, except where the complaint pertains to a possible violation of any law or term under this Contract. The complaints process shall be readily accessible from the School’s website, as described in Section 11.4.1.

  • COMPLAINTS HANDLING 44.1 Either Party shall notify the other Party of any Complaints made by Other Contracting Bodies, which are not resolved by operation of the Supplier's usual complaints handling procedure within five (5) Working Days of becoming aware of that Complaint and, if the Supplier is the Party providing the notice, such notice shall contain full details of the Supplier's plans to resolve such Complaint. 44.2 Without prejudice to any rights and remedies that a complainant may have at Law (including under this Framework Agreement and/or a Call Off Agreement), and without prejudice to any obligation of the Supplier to take remedial action under the provisions of this Framework Agreement and/or a Call Off Agreement, the Supplier shall use its all reasonable endeavours to resolve the Complaint within ten (10) Working Days and in so doing, shall deal with the Complaint fully, expeditiously and fairly. 44.3 Within two (2) Working Days of a request by the Authority, the Supplier shall provide full details of a Complaint to the Authority, including details of steps taken to achieve its resolution.

  • Customer Complaints Each party hereby agrees to promptly provide to the other party copies of any written or otherwise documented complaints from customers of Dealer received by such party relating in any way to the Offering (including, but not limited to, the manner in which the Shares are offered by the Dealer Manager or Dealer), the Shares or the Company.

  • Complaint To commence a proceeding, the complaining party (or parties) shall provide by certified mail, return receipt requested, a written Complaint to the BCBSA Corporate Secretary (which shall also constitute service on BCBSA if it is a respondent) and to any Plan(s) and/or Controlled Affiliate(s) named therein. The Complaint shall contain:

  • COMPLAINT AND GRIEVANCE PROCEDURE 9.01 Where a difference arises between the parties relating to the interpretation, application or administration of this Agreement, including any questions as to whether a matter is arbitrable, or where an allegation is made that this Agreement has been violated or whenever an employee who has completed the required probationary period and has been accepted by the Employer for employment in the permanent service, claims that he/she has been disciplined or discharged without reasonable cause, such difference, allegation or claim being hereinafter referred to as the grievance, the grievance procedure set forth below shall apply. 9.02 The Association shall name, appoint or otherwise select a Grievance Committee of no more than three (3) who shall be members of the Association and shall have reached at least the rank of First Class Fire Fighter and other advisors as deemed necessary at the expense of the Association. The Employer shall recognize and deal with the Grievance committee with respect to any matter or dispute which properly arises from a breach of the Collective Agreement from time to time during its term. This committee shall suffer no loss as a result of their attendance at such grievance meetings, hearings, etc. 9.03 No grievance will be considered where the circumstances giving rise to it occurred or originated more than ten (10) full working days before the submission of the grievance. Step 1 - An employee having a grievance will take the matter up through their Association representative. The President or designate shall contact Fire Management to seek a resolution. Step 2 - If the grievance is not settled within five (5) working days, the Association shall submit the matter in writing to the Fire Chief or designate within five (5) working days of receiving the reply from Step 1. The Fire Chief or designate shall render the written decision to the Association within five (5) working days after receiving the written grievance. In the context of this Article a working day shall be deemed to be Monday to Friday excluding designated holidays. Step 3 - If the reply of the Fire Chief is not acceptable to the Association the grievance may be referred to the Chief Administrative Officer (CAO) or the Director of Human Resources within five (5) working days of the written decision of the Fire Chief. The CAO or the Director of Human Resources, who together with the Fire Chief and any other advisors deemed necessary, shall meet with the Association Representatives within 5 working days to consider the grievance. Within five (5) working days of the aforesaid, the CAO or the Director of Human Resources will render a written reply to the employee and the Association. Step 4 - If no resolve is reached at Step 3, the matter shall be submitted to arbitration. Notice shall be given within 5 business days. The parties agree that, for the purposes of this collective agreement the words of the expedited arbitration provisions of the Labour Relations Act, 1995 as amended (Section 49), will be deemed to have been incorporated into this collective agreement. Accordingly and notwithstanding any other provisions of this article (the grievance/arbitration provisions); either party may refer a grievance to expedited arbitration in accordance with the provisions of Section 49. The parties further agree that neither party will raise any jurisdictional or other objection to the application of Section 49 to a grievance under this collective agreement as it pertains to the right to an expedited arbitration. Either party is entitled however, to raise any objection, with the arbitrator with respect to whether the provisions of Section 49 have been properly utilized in respect of any specific grievance (e.g. objections with respect to time limits etc.). Such an appointment by the Minister of Labour or his or her designate will be determined to be a joint appointment in accordance with Section 53(3) of the Fire Protection and Prevention Act. 9.04 Extensions to the time limits in 9.03 may not be unreasonably withheld. 9.05 The employee in all steps of the grievance procedure shall be confined to the grievance and redress sought as set forth in the written grievance initially filed as provided.

  • Complaints Investigation The employee who complains of harassment under the provisions of the Human Rights Code must first comply with the Employer’s harassment policy procedures before filing a grievance or human rights complaint.

  • Product Complaints Subdistributor shall promptly notify Distributor of (but in no event later than 24 hours after receipt), and provide, upon Distributor’s request, reasonable assistance to address and investigate, any complaint or adverse claim about any Product or its use of which Subdistributor becomes aware;

  • Complaints and Appeals As a Premera member, you have the right to offer your ideas, ask questions, voice complaints and request a formal appeal to reconsider decisions we have made. Our goal is to listen to your concerns and improve our service to you. If you need an interpreter to help with oral translation, please call us. Customer Service will be able to guide you through the service. We would like to hear from you. If you have an idea, suggestion, or opinion, please let us know. You can contact us at the addresses and telephone numbers found on the back cover. Please call us when you have questions about a benefit or coverage decision, our services, or the quality or availability of a healthcare service. We can quickly and informally correct errors, clarify benefits, or take steps to improve our service. We suggest that you call your provider of care when you have questions about the healthcare they provide.

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