LINK Complaints Policy (Co-ordination Body)
LINK Complaints Policy
Introduction:
LINK's Complaints Policy explains how LINK handles complaints from members of the public and other third parties in connection with its role as the Co-ordination Body.
LINK is the independent body (Co-ordination Body) that is responsible for considering the impact of changes to access to cash and banking provision (e.g. bank branches etc) in communities throughout the United Kingdom.
To assist LINK in assessing the impact on relevant communities, criteria are used (which can be found here). The criteria are set by certain banks and building societies.
Scope:
The Policy applies to:
Decision Complaints - any complaint that LINK has not properly performed its role as the Co-ordination Body.
Service Complaints - any complaint about LINK's handling of a Decision Complaint.
Generally, it is open to anyone (including members of the public, consumer groups, businesses and others) to make a complaint to LINK.
Approach:
LINKs aim is to deal with complaints promptly and sensitively and is committed to operating within a culture that supports the fair treatment of those with questions, queries or complaints regarding LINK's activities as the Co-ordination Body.
Complaints can be made electronically, in writing and verbally.
In handling a complaint, LINK will complete the following stages:
- Complaint acknowledgement
- Confirmation as to whether the complaint is in scope of the Policy
- Complaint investigation
- Written final decision
- Provide escalation details for the Independent Assessor if a complainant is unhappy with an outcome in respect of a Decision Complaint.
Timescales:
LINK’s aim is to investigate complaints in a timely manner and issue a Final Decision within eight (8) weeks from the date that the complaint is received.
Independent Assessor
The Independent Assessor is responsible for managing the appeals process for Decision Complaints once LINK’s internal complaints process has concluded. The assessor is independent of LINK in its role as the Co-ordination Body and will form their own view on any complaint appealed to them. Click here for more information about the Independent Assessor.
Complaints Policy
Click here to read the full complaints policy.