What You Can Expect From The Complaints Procedure

    The complaints procedure is designed to be fair to all parties. This does
    not mean things will always go your way.

    The Complaints Admin will be as impartial as possible under all
    circumstances. Bear in mind that the decisions made by the Complaints Admin
    are  subject to scrutiny by those higher in the Complaints Hierarchy, so it
    is not in their interests to act in a biased fashion.

    The Complaints Admin will try to keep you informed of the current status of
    the complaint at least once a week (if that is necessary).

    Typically, the Complaints Admin aims to deal with complaints within 5 days
    subject to network access at the relevant time. That is, if the Complaints
    Admin has a couple of days off, complaints will be dealt with on return.

    You will receive a confirmation of complaint receipt as soon as the
    Complaints Admin reads your email.

    If you have not received a confirmation email within 3 days of complaint
    submission and the Complaints Admin has been logged in, please email the
    complaints admin directly to enquire about receipt of your complaint.

    When the Complaints Admin is away for a more extended period of time, they
    will appoint a deputy to receive email through the complaints accounts.

    The confidentiality of both the complainant and the complaint subject will
    be respected and maintained to the greatest possible degree.

  What The Complaints Procedure Expects From You

    Remember that the Complaints Admin, and all other parties involved in
    dispute resolution, work voluntarily and have to deal with these issues in
    their spare time. While all attempts are made to deal with complaints in a
    timely fashion, there are occasions when things just do not work out as
    planned. Please be patient. Complaints are NEVER ignored and left without
    resolution.

    Please remember who you are angry with. The Complaints Admin and the other
    parties involved in dispute resolution are not verbal punchbags for you to
    let leash at. If you are abusive towards any of these people, you are
    likely to end up the subject of an abuse complaint yourself.