PART 15Other requirements on service providers
Complaints policy and procedure64
1
The service provider must have a complaints policy in place and ensure that the service is operated in accordance with that policy.
2
The service provider must have effective arrangements in place for dealing with complaints including arrangements for—
a
identifying and investigating complaints;
b
giving an appropriate response to a person who makes a complaint, if it is reasonably practicable to contact that person;
c
ensuring that appropriate action is taken following an investigation;
d
keeping records relating to the matters in sub-paragraphs (a) to (c).
3
The service provider must provide a summary of complaints, responses and subsequent action to the service regulator within 28 days of being requested to do so.
4
The service provider must—
a
analyse information relating to complains and concerns; and
b
having regard to that analysis, identify any areas for improvement.