Even if we uphold a complaint, a full cost refund is unlikely to be awarded Read Even if we uphold a complaint, a full cost refund is unlikely to be awarded
If service providers explain their process up front, disputes are less likely Read If service providers explain their process up front, disputes are less likely
Considered decisions, communicated clearly are consistent with a reasonable service Read Considered decisions, communicated clearly are consistent with a reasonable service
Our Guidance on Remedies is a useful reference tool in resolving complaints Read Our Guidance on Remedies is a useful reference tool in resolving complaints
Reflecting the emotional practicalities helps establish what is reasonable Read Reflecting the emotional practicalities helps establish what is reasonable
Poor complaints handling results in additional impact and leads to higher remedies Read Poor complaints handling results in additional impact and leads to higher remedies
