Complaints and Resolution Sample Clauses
The Complaints and Resolution clause establishes a formal process for addressing and resolving grievances or disputes that may arise between the parties during the course of their agreement. Typically, this clause outlines the steps for submitting a complaint, such as providing written notice, and sets timeframes for response and resolution efforts, which may include escalation procedures or mediation. Its core practical function is to ensure that issues are handled in a structured and timely manner, promoting fairness and minimizing the risk of unresolved conflicts disrupting the business relationship.
Complaints and Resolution. 10.1. In the event of any issues, the Customer’s Contract Manager shall in the first instance contact the Supplier’s Account Manager for resolution.
10.2. Any complaints raised will be managed in accordance with the Supplier’s complaints procedure. This process ensures that all complaints are dealt with in a professional manner, and to the satisfaction of the Customer.
10.3. If the issue is not resolved satisfactorily or escalation is needed, the Customer’s Contract Manager shall escalate the issue to ESPO, for discussion with the Supplier’s Business Development Director. SCHEDULE 7 to the CUSTOMER AGREEMENT In addition to the Data Definition (see Appendix 5 of this Invitation to Tender) which defines the standard of the invoice line detail, the following data is required for performance management purposes. This summary data must be submitted to the Customer on a quarterly basis (every three months from the commencement of the Framework) or as otherwise agreed with the Customer. Provision of such data shall not prevent the Customer requesting additional reports when required, or running their own reports from the system, if the system can offer this functionality. Data should be from the period in question unless stated otherwise. This list is not exhaustive, and may change over the life of the contract. Data required by Customers Measure Additional summary data to be provided (beyond that listed in the Data Definition) Spend via contract by council Summary list of spend per council Spend via by directorate and service Summary list of spend per directorate and service Savings to date Summary of savings to date per council – to ensure no additional inaccurate savings are being accrued, savings are in addition to the spend figure MSP fee Summary list of fees per council ESPO fee Summary list of fees per council Agency commissions Max, min and average fee in ▇▇▇▇▇ per specialism and role Average savings expressed in ▇▇▇▇▇ Average savings % per specialism Average assignment cost YTD Average assignment cost overall, per specialism Average Hourly rate Average hourly rate overall and per specialism ▇▇▇▇ rate in compliance with rate card Where a rate card in is place, summary of assignment rates above rate card Process / Operations Total hours billed Summary of hours billed, per specialism, per role and per directorate Average assignment length Average assignment length per specialism (Hours / Days / Weeks) No. Temps on assignment at end date of period Summary of...
Complaints and Resolution. In the event of any complaints about the provision of the Services, the Customer’s Contract Manager shall in the first instance contact the Supplier’s Account Manager for resolution. Any complaints raised will be managed in accordance with the Supplier’s complaints procedure. This process ensures that all complaints are dealt with in a professional manner, and to the satisfaction of the Customer. If the complaint is not resolved satisfactorily, or escalation is needed, the Customer’s Contract Manager shall escalate the issue to the Authority for discussion with the Supplier.
Complaints and Resolution. (i) All complaints received by a Party from a Cardholder relating to a Card or its use (“Cardholder Complaint”) that are material shall be promptly (i) reported to the other Party, and (ii) promptly addressed and resolved by Manager in accordance with Applicable Law and Manager’s complaint procedures; which procedures must be approved in advance by ▇▇▇▇▇▇ Bank.
(ii) Upon request, Manager agrees to promptly advise ▇▇▇▇▇▇ Bank of the results of any investigation relating to a Cardholder Complaint and provide an audit trail of information pertinent to the matter, all within any timeframes required by Applicable Law, but in no event later than [***] after notice of the Cardholder Complaint. The audit trail of information shall be sufficiently detailed to allow ▇▇▇▇▇▇ Bank to fully respond to a Regulatory Authority if such Regulatory Authority inquiries about a Cardholder Complaint.
(iii) Each shall provide the other Party with notice and copies of any Executive Complaint within [***] of receipt of such Executive Complaint. Manager shall promptly investigate each Executive Complaint and any similar complaints received by ▇▇▇▇▇▇ Bank that are forwarded to Manager and propose an appropriate response. Manager and ▇▇▇▇▇▇ Bank shall jointly approve the final responses for all Executive Complaints.
Complaints and Resolution. In the event of any issues arising under this Service Level Agreement, the Customer’s Contract Manager shall in the first instance contact the Service Provider’s Account Manager for resolution.
Complaints and Resolution. In the event of any issues, the Authorised Officer shall in the first instance contact the Contract Manager for resolution.
Complaints and Resolution. 7.1 Any complaint regarding the quality of Services must be made to the Company within [e.g., 24 / 48] hours of the completion of the Services.
7.2 The Company will endeavour to resolve any valid complaint promptly and fairly, which may include re-performing the unsatisfactory part of the Services at no additional cost.
Complaints and Resolution. Members may utilize the complaint function to complain to Alter Securities of any disputes while using Alter Securities’ services. Depending on the result of Alter Securities’ investigation into the complaint, Alter Securities may, in its sole discretion, decided to cancel a buyer's order, release a seller's instruments and/or contracts, freeze Members’ account, lock Members’ instruments and/or contracts, remove advertisements, ban transactions, ban the redemption of instruments and/or complaint, and the Members shall have no objection. In the event any Member engages in fraud or any other unlawful act and is being investigated by the police or other law enforcement or judicial agency, Alter Securities will provide transaction records and the personal information (including personal identification card, bank account information that is on record) of the accused to the police or other law enforcement or judicial agency. Where we fail to provide the Services or delay in providing such Services due to information network equipment maintenance, information network connectivity failures, errors in computer, communications or other systems, power failures, weather conditions, unexpected accidents, industrial actions, labour disputes, revolts, uprisings, riots, lack of productivity or production materials, fires, floods, storms, explosions, wars, failure on the part of banks or other partners, collapse of the underlying asset market, actions by government, judicial or administrative authorities, other acts that are not within our control or beyond our inability to control, or due to causes on the part of third parties, we shall not assume any responsibility for such failure to provide service or delay in providing services, or for the resultant loss you may sustain as a result of such failure or delay.
Complaints and Resolution. Please provide details of your complaints, resolution and escalation procedure. This shall also include information on where the Commissioners should go for a second opinion if required. Compliant/Partially Complaint/Not Compliant (Delete as appropriate ) Evidence of Compliancy: (Please provide details below)
Complaints and Resolution. 10.1. In the event of any issues, the Customer’s Contract Manager shall in the first instance contact the Supplier’s Account Manager for resolution.
10.2. Any complaints raised will be managed in accordance with the Supplier’s complaints procedure. This process ensures that all complaints are dealt with in a professional manner, and to the satisfaction of the Customer.
10.3. If the issue is not resolved satisfactorily or escalation is needed, the Customer’s Contract Manager shall escalate the issue to ESPO, for discussion with the Supplier’s [Business Development Director]. SCHEDULE 7 to the CUSTOMER AGREEMENT The following data is required for performance management purposes. This summary data must be submitted to the Customer on a quarterly basis (every three months from the commencement of the customer contract) or as otherwise agreed with the Customer. Provision of such data shall not prevent the Customer requesting additional reports when required, or running their own reports from the system. Data should be from the period in question unless stated otherwise. This list is not exhaustive, and may change over the life of the contract. Data required by Customers Measure Additional summary data to be provided (beyond that listed in the Data Definition)
Complaints and Resolution. (i) All complaints received by a Party from a Cardholder relating to a Card or its use (“Cardholder Complaint”) that are materialshall be promptly (i)reported to the other Party, and (ii)promptly addressed and resolved by Manager in accordance with Applicable Law and Manager’s complaint procedures, which procedures must be approved in advance by ▇▇▇▇▇▇ Bank.
(ii) Upon request, Manager agrees to promptly advise ▇▇▇▇▇▇ Bank of the results of any investigation relating to a Cardholder Complaint and provide an audit trail of information pertinent to the matter, all within any timeframes required by Applicable Law, but in no event later than [********]after notice of the Cardholder Complaint.The audit trail of information shall be sufficiently detailed to allow ▇▇▇▇▇▇ Bank to fully respond to a Regulatory Authority if such Regulatory Authority inquires about a Cardholder Complaint.
(iii) Each shall provide the other Party with notice and copies of any Executive Complaint within [********] of receipt of such Executive Complaint.Manager shall promptly investigate each Executive Complaint and any similar complaints received by ▇▇▇▇▇▇ Bank that are forwarded to Manager and propose an appropriate response.Manager and ▇▇▇▇▇▇ Bank shall jointly approve the final responses for all Executive Complaints.