Review status and contact

This draft procedure requires an approved complaints contact, correspondence address and service owner before launch. Do not invent an acknowledgement or resolution deadline.

Making a complaint

The proposed route is a written enquiry marked as a complaint, identifying the service, issue, relevant dates and preferred outcome. Do not send payment credentials or unrelated personal data.

Investigation

Confirm how the complaint is recorded, who reviews it, what evidence is requested and how progress is communicated. Where another supplier is involved, keep responsibility and customer communication clear.

Outcome and escalation

Confirm how a reasoned response is provided and how a customer can request further review. Identify any applicable alternative dispute resolution information after legal review; do not claim membership of a scheme that has not been verified.

Records and rights

Agree a complaint-record retention schedule and access controls. The final procedure must not restrict applicable statutory remedies or external complaint rights.

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