Internal Complaint Handling Policy

From time to time, EWOV receives complaints about how it has undertaken its dispute resolution role. It has established procedures to handle complaints from customers and scheme participants about its operation. The following types of complaints may be made.

Complaints about Case Handling and Progression
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This is where a customer or scheme participant requests that EWOV management review the handling of a case by a member of the Conciliation team. The customer or scheme participant may be concerned about the progress of the matter, or they may have a query about the application of a particular EWOV policy or procedure.

Complaints about the Merits-Based Closure of a Complaint
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This is where a customer is dissatisfied with EWOV’s decision to close their complaint on the basis that there is insufficient merit or a fair offer has been made by the scheme participant, and they believe that EWOV’s decision has been impacted upon by:

• bias
• error/omission in the investigation
• the unavailability of new information that has since become available.

Please note that where a customer requests that EWOV reopen or reinvestigate a complaint, this policy does not apply unless the closure of the complaint followed a merits assessment by EWOV. For closure due to any other reason (failure to pay undisputed amounts, failure to remain in contact with EWOV, or a conciliated outcome), please refer to EWOV’s policy on “Complaints from the same customer on the same issue”.

Complaints about the Operation of the Scheme
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This is where a scheme participant or member of the public wishes to complain about a broad aspect of the scheme’s operation. This does not include concerns about the handling, investigation or finalisation of a specific complaint.

Complaints from Scheme Participants about Jurisdiction
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This is where EWOV has received a complaint for investigation, and the scheme participant disputes EWOV’s jurisdiction to handle the particular complaint.

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