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  • Responsiveness

    • BC-4.3.9

      Receipt of complaints must be acknowledged in accordance with Section BC-4.5 "Response to Complaints".

      January 2014

    • BC-4.3.10

      Complaints must be addressed promptly in accordance with their urgency.

      January 2014

    • BC-4.3.11

      Customers must be treated with courtesy.

      January 2014

    • BC-4.3.12

      Customers must be kept informed of the progress of their complaint, in accordance with Section BC-4.5.

      January 2014

    • BC-4.3.13

      If a customer is not satisfied with a licensee's response, the licensee must advise the customer on how to take the complaint further within the organisation.

      January 2014

    • BC-4.3.14

      In the event that they are unable to resolve a complaint, licensees must outline the options that are open to that customer to pursue the matter further, including, where appropriate, referring the matter to the Consumer Protection Unit at the CBB.

      Amended: April 2020
      Added: January 2014