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| 1. | The following provisions and procedures shall apply to all complaints made by complainants whether as customers or members under the Code. |
| 2. | Members' Internal Procedure |
| 2.1. | Members shall institute a complaints procedure and shall: |
| 2.1.1 | Deal promptly and at an appropriate level with complaints. |
| 2.1.2 | In the event of their internal procedures not resolving a complaint, advise customers to submit their complaints in writing to the Chief Executive Officer of the BPIF. |
| 3. | Federation Procedures |
| 3.1. | The Chief Executive Officer shall seek and consider the written argument from both the complainant and the BPIF member and endeavor to conciliate between the complaint and the member with the aim of resolving the dispute. |
| 3.2. | Where the complaint cannot be resolved through the written argument the Chief Executive Office shall offer the complaint and the member reasonable opportunities to make personal representations on the circumstances in question. |
| 3.3. | The member and the complainant shall co-operate with the Chief Executive Officer. Other parties shall, without limitation and in a timely matter, provide such evidence as in their possession or under their control to the Chief Executive Officer. |
| 3.4. | The Chief Executive Officer will make a decision with reasons after considering all submissions and evidence and communicate that decision in writing to both parties. |
| 3.5. | The Chief Executive Officer's decision will be final.
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| Tel: 029 2081 1020 |
Fax: 029 2081 3161 |
Email: info@zenith-media.co.uk |
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Copyright © Zenith Media 2004-2007, All Rights Reserved. |
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