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  • GR-10.5 GR-10.5 Response to Complaints

    • GR-10.5.1

      A licensee must acknowledge in writing customer written complaints within 5 working days of receipt.

      Added: December 2018

    • GR-10.5.2

      A licensee must respond in writing to a customer complaint within 4 weeks of receiving the complaint, explaining their position and how they propose to deal with the complaint.

      Added: December 2018

    • Redress

      • GR-10.5.3

        A licensee should decide and communicate how it proposes (if at all) to provide the customer with redress. Where appropriate, the licensee must explain the options open to the customer and the procedures necessary to obtain the redress.

        Added: December 2018

      • GR-10.5.4

        Where a licensee decides that redress in the form of compensation is appropriate, the licensee must provide the complainant with fair compensation and must comply with any offer of compensation made by it which the complainant accepts.

        Added: December 2018

      • GR-10.5.5

        Where a licensee decides that redress in a form other than compensation is appropriate, it must provide the redress as soon as practicable.

        Added: December 2018

      • GR-10.5.6

        Should the customer that filed a complaint not be satisfied with the response received as per Paragraph GR-10.5.2, he can forward the complaint to the Consumer Protection Unit at the CBB within 30 calendar days from the date of receiving the letter.

        Amended: April 2020
        Added: December 2018