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How does EWOV deal with the complaint?The company must have had an opportunity to resolve a matter before we can take it on.
If there has been no contact with the company about the issue at all, we will refer you or your client back to the company's call centre, but we’ll discuss the issue and help with what to say.
If you or your client have called the company once and that didn't resolve the matter, we'll refer the matter to the company, but at a higher level contact than the call centre level. We tell the company about the issue, and the company has to ring you or your client back before the close of the next business day. It might take them a bit longer to resolve the issue, but at least they must have made contact. They have longer to do that if you or your client can't be reached by phone easily.
If you or your client have tried to resolve the issue two or more times, we can either refer the matter to a higher level contact at the company (depending on whether you or your client wish to discuss the matter directly with the company representative) or we'll take the complaint for investigation.
That means a Conciliator will be assigned to the case and will be your contact point at EWOV for the duration of the case. The Conciliator will collect information from you and the company and investigate the matter.
There are further details about how EWOV investigates complaints in EWOV's fact sheet 1.
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