What we can and cannot do

What we can and cannot do is set out in our terms of reference.  You are welcome to read them on our website or you can ask us for a copy.

We will decide whether your complaint fits in with these terms, whether we can deal with it and the best way to handle it.

How long it takes us to come up with a resolution depends on how complicated your complaint is and how quickly we can get hold of all the relevant facts. 

Complaints that we can deal with

The types of complaints we can deal with include:

• An apparent breach of obligations
• Unfair treatment
• Avoidable delays
• Failure to follow proper procedures
• Rudeness or discourtesy
• Not explaining matters
• Poor or incompetent service

Complaints that we cannot deal with

The types of complaints that we cannot deal with include:

• Complaints that we consider to be malicious or unjustified
• Disagreements between the companies that participate in our service
• Complaints that are already being dealt with by the courts or other complaints procedures