8. The complaints procedure shall—
(a)define the categories of complaints and explain how each will be dealt with;
(b)ensure information on how to make complaints is readily accessible to members, licensees and potential licensees;
(c)provide reasonable assistance to a complainant when forming and lodging a complaint;
(d)specify who will handle a complaint on behalf of the relevant licensing body;
(e)indicate the timeframe for the handling of a complaint;
(f)provide that the relevant licensing body must give a written response to each complaint made in writing;
(g)provide that the relevant licensing body must give a written decision where appropriate for each complaint and give reasons for that decision;
(h)ensure that the relevant licensing body makes adequate resources available for the purpose of responding to complaints; and
(i)provide that the relevant licensing body must regularly review its complaint handling procedure and dispute resolution procedures to ensure they comply with the specified criteria.