COMPLAINTS HANDLING AND RESOLUTION Clause Samples

COMPLAINTS HANDLING AND RESOLUTION. 44.1 The Supplier shall notify the Authority of any Complaints made by Other Contracting Bodies, which are not resolved by operation of the Supplier's usual complaints handling procedure within five (5) Working Days of becoming aware of that Complaint and such notice shall contain full details of the Supplier's plans to resolve such Complaint. 44.2 Without prejudice to any rights and remedies that a complainant may have at Law, including under this Framework Agreement or a Call-Off Contract, and without prejudice to any obligation of the Supplier to take remedial action under the provisions of this Framework Agreement or a Call-Off Contract, the Supplier shall use its best endeavours to resolve the Complaint within ten (10) Working Days and in so doing, shall deal with the Complaint fully, expeditiously and fairly. 44.3 Within two (2) Working Days of a request by the Authority, the Supplier shall provide full details of a Complaint to the Authority, including details of steps taken to achieve its resolution.

COMPLAINTS HANDLING AND RESOLUTION. 34.1. Either Party shall notify the other Party of any Complaints made by Other Contracting Bodies, which are not resolved by operation of the Supplier's usual complaints handling procedure within five (5) Working Days of becoming aware of that Complaint and, if the Supplier is the Party providing the notice, such notice shall contain full details of the Supplier's plans to resolve such Complaint. 34.2. Without prejudice to any rights and remedies that a complainant may have at Law (including under this Framework Agreement and/or a Call Off Contract), and without prejudice to any obligation of the Supplier to take remedial action under the provisions of this Framework Agreement and/or a Call Off Contract, the Supplier shall use its best endeavours to resolve the Complaint within ten (10) Working Days and in so doing, shall deal with the Complaint fully, expeditiously and fairly. 34.3. Within two (2) Working Days of a request by the Authority, the Supplier shall provide full details of a Complaint to the Authority, including details of steps taken to achieve its resolution.

COMPLAINTS HANDLING AND RESOLUTION. 36.1 The Provider shall notify the Authority of any Complaint made by Other Contracting Bodies within two (2) Working Days of becoming aware of that Complaint and such notice shall contain full details of the Provider's plans to resolve such Complaint. 36.2 Without prejudice to any rights and remedies that a complainant may have at Law, including under the Framework Agreement or a Call-Off Contract, and without prejudice to any obligation of the Provider to take remedial action under the provisions of the Framework Agreement or a Call-Off Contract, the Provider shall use all reasonable endeavours to resolve the Complaint within ten (10) Working Days and in so doing, shall deal with the Complaint fully, expeditiously and fairly. 36.3 Within two (2) working days of a request by the Authority, the Provider shall provide full details of a Complaint to the Authority, including details of steps taken to its resolution.

COMPLAINTS HANDLING AND RESOLUTION. 43.1 The Supplier shall provide the Authority notice in writing of any complaint made by Other Contracting Bodies, which is not resolved by operation of the Supplier’s usual complaints handling procedure within five (5) Working Days of becoming aware of that complaint and such notice shall contain full details of the Supplier's plans to resolve such complaint. 43.2 Without prejudice to any rights and remedies that a complainant may have at Law, including under this Framework Agreement or a Call-Off Agreement, and without prejudice to any obligation of the Supplier to take remedial action under the provisions of this Framework Agreement or a Call-Off Agreement, the Supplier shall use its best endeavours to resolve the Complaint within ten

COMPLAINTS HANDLING AND RESOLUTION. 39.1. Either Party shall notify the other Party of any complaints made by Other Contracting Bodies, which are not resolved by operation of the Supplier's complaints handling procedure set out in the Tender within five (5) Working Days of becoming aware of that Complaint and, if the Supplier is the Party providing the notice, such notice shall contain full details of the Supplier's plans to resolve such Complaint. 39.2. Without prejudice to any rights and remedies that a complainant may have at Law (including under this Framework Agreement and/or a Call Off Agreement), and without prejudice to any obligation of the Supplier to take remedial action under the provisions of this Framework Agreement and/or a Call Off Agreement, the Supplier shall use its best endeavours to resolve the Complaint within ten (10) Working Days and in so doing, shall deal with the Complaint fully, expeditiously and fairly. 39.3. Within two (2) Working Days of a request by the Authority, the Supplier shall provide full details of a Complaint to the Authority, including details of steps taken to achieve its resolution. 39.4. For the purposes of this Clause 39, “Complaint” means any formal written complaint raised by a Contracting Body in relation to the performance of this Framework Agreement or any Call Off Agreement in accordance with this Clause 43 (Complaints Handling and Resolution).

COMPLAINTS HANDLING AND RESOLUTION. The Supplier shall notify the Authority of any complaint made by Other Contracting Bodies, which is not resolved by operation of the Supplier’s usual complaints handling procedure within five (5) Working Days of becoming aware of that complaint and such notice shall contain full details of the Supplier's plans to resolve such complaint. Without prejudice to any rights and remedies that a complainant may have at Law, including under this Framework Agreement, Call-Off Agreement and/or Lease Agreement, and without prejudice to any obligation of the Supplier to take remedial action under the provisions of this Framework Agreement or a Call-Off Agreement and/or Lease Agreement, the Supplier shall use its best endeavours to resolve the Complaint within ten (10) Working Days and in so doing, shall deal with the complaint fully, expeditiously and fairly. Within two (2) Working Days of a request by the Authority, the Supplier shall provide full details of a complaint to the Authority, including details of steps taken to its resolution. DISPUTE RESOLUTION The Parties shall attempt in good faith to negotiate a settlement of any dispute between them arising out of or in connection with this Framework Agreement within twenty (20) Working Days of either Party notifying the other of the dispute and such efforts shall involve the escalation of the dispute to the Authority Representative and the Supplier Representative. Nothing in this dispute resolution procedure shall prevent the Parties from seeking from any court of competent jurisdiction an interim order restraining the other Party from doing any act or compelling the other Party to do any act. The obligations of the Parties under this Framework Agreement shall not be suspended, cease or be delayed by the reference of a dispute to mediation or arbitration pursuant to this Clause 45 and the Supplier and its employees, personnel and associates shall comply fully with the requirements of this Framework Agreement at all times. If the dispute cannot be resolved by the Parties pursuant to Clause 45.1, the Parties shall refer it to mediation pursuant to the procedure set out in Clause 45.5 unless the Authority considers that the dispute is not suitable for resolution by mediation [or the Supplier does not agree to mediation]. If a dispute is referred to mediation the parties shall comply with the following provisions: a neutral adviser or mediator (“the Mediator”) shall be chosen by agreement between the Parties or, if they ...

COMPLAINTS HANDLING AND RESOLUTION. 20.1 The Provider shall notify the Council of any Complaint made by Other Contracting Bodies within two Working Days of becoming aware of that Complaint and such notice shall contain full details of the Provider's plans to resolve such Complaint. 20.2 Without prejudice to any rights and remedies that a complainant may have at Law, including under the Agreement or a Contract, and without prejudice to any obligation of the Provider to take remedial action under the provisions of the Agreement or a Contract, the Provider shall use its best endeavours to resolve the Complaint within 10 Working Days and in so doing, shall deal with the Complaint fully, expeditiously and fairly.

COMPLAINTS HANDLING AND RESOLUTION. C7-13-1 The Provider shall notify UK SBS of any complaint made by other Contracting Bodies within five (5) Working Days of becoming aware of that Complaint and such notice shall contain full details of the Provider's plans to resolve such Complaint. C7-13-2 Without prejudice to any rights and remedies that a complainant may have at Law, including under the Framework Agreement or a Call-Off Contract, and without prejudice to any obligation of the Provider to take remedial action under the provisions of the Framework Agreement or a Call-Off Contract, the Provider shall use all reasonable endeavours to resolve the Complaint within ten (10) Working Days and in so doing, shall deal with the Complaint fully, expeditiously and fairly. C7-13-3 Within Five (5) Working Days of a request by UK SBS, the Provider shall provide full details of a Complaint to UK SBS, including details of steps taken to its resolution. C7-14

COMPLAINTS HANDLING AND RESOLUTION. 16.1 The Supplier shall notify the Authority of any complaint in connection with the Services made to it by any third party including the Authority’s service users within twenty-four hours (or less where the gravity or urgency of the complaint warrants an earlier notification) of becoming aware of that Complaint. 16.2 Without prejudice to any rights and remedies that a complainant may have at Law, including under the Agreement or a Contract, and without prejudice to any obligation of the Supplier to take remedial action under the provisions of the Agreement or a Contract, the Supplier shall use its best endeavours to resolve the Complaint within five Working Days (and less where the gravity or urgency of the complaint warrants it) and in so doing, shall deal with the complaint fully, expeditiously and fairly and shall provide to the Authority full details of the actions taken and shall undertake further actions as reasonably required by the Authority to avoid further similar complaints arising