CUSTOMER COMPLAINTS MADE DIRECTLY TO A MEMBER

1. The Member will record all the details of the complaint in the Complaints Log and provide the customer with the following information:
   1. A named contact.
   2. Any action that is proposed to be taken to resolve the complaint.
   3. An indication of timescale where appropriate.
   If a written complaint is received, Members will be required to provide a written acknowledgement within 5 days of receipt. This should incorporate the above information.
2. The Member will provide the customer with an explanation of the events, including offers of redress and the anticipated future action. Where no resolution is reached within 14 days then the Member will inform the customer that they may contact Consumer Direct on 08454 04 05 06. The Member will also notify their Liaison Officer of the Complaint and request impartial advice.

CUSTOMER COMPLAINTS MADE DIRECTLY TO CONSUMER DIRECT

1. If the consumer has not gone through the Member's internal complaints procedure they will be provided with first line advice and be directed back to the Member (allowing 14 days to resolve).
2. If the complainant has gone through the Member's Complaints procedure, and the complaint remains unresolved, the Consumer Direct Advisor will pass the complaint to the relevant Member's Liaison Officer.
3. The Liaison Officer will review the case and try and reach a compromise position between the complainant and the Member - the Liaison Officer will contact the complainant within 5 working days.
4. If, after 14 days of receipt by the Liaison Officer the complaint has not been resolved, the complainant can request that the matter be dealt with by the MTP Adjudication Panel.