Complaints Handling Process Sample Clauses

Complaints Handling Process. 11.1 The definition of a complaint is “any expression of dissatisfaction whether justified or not”. Complaints shall, for the avoidance of doubt, include disputes in relation to claims decisions. 11.2 A complaint must be dealt with to the customer’s satisfaction upon receipt of the phone call or the letter. If this is not possible, GEFA shall endeavour to provide the customer with a solution by close of business on next Business Day following receipt. Within 5 Business Days of receipt by GEFA of the complaint , the customer must be sent an acknowledgement letter advising them of a specific timeframe in which GEFA expects to resolve the problem. This should be recorded on a complaints log. 11.3 If the complaint remains unresolved by the end of the 10th Business Day following receipt by GEFA of the claim, GEFA must escalate the complaint to Level 2, escalate to the Claims Manager or equivalent and reflect this on the log. If the complaint is still not resolved by Business Day 19, the complaint must be passed to Level 3. 11.4 In Level 3 the complaint shall be escalated to the Operations Manager or equivalent. GEFA will endeavour to resolve the complaint within 8 weeks following initial receipt. If this is not achieved, the team will issue a holding response. If a solution is still not reached, the complaint handler will issue a final response. This will confirm to the customer that GEFA’s complaints procedure has been exhausted, and advise the complainant that he or she may refer the complaint to the Financial Ombudsman Service within 6 months of the date of the issue of this response.