– 1.In the event that a bill is disputed by you, you agree to pay to us the entire total amount as indicated on the disputed bill without deduction or set-off and we agree to refund any monies found to be charged incorrectly after reasonable and proper investigation.
– 2.Subject to any law to the contrary, if a billing dispute is not raised within 30 days of the bill issue date, charges will be deemed correct and payable by you and any backdate/credit of these charges if required will not exceed a 30 day period
Our process to deal with the disputed amount, we follow our guidelines on complaint handling with a view to ensuring the dispute is agreed and finalised by the next bill and billing date.
We will acknowledge your complaint immediately (if made in-store or over the telephone), or otherwise within 2 working days of receiving it. We will give you a reference number to track the progress of your complaint.
We will make an initial assessment of a complaint, based on the relevant circumstances. You will need to provide all relevant details applicable to your complaint.
We may resolve a complaint on goodwill or commercial grounds, without a detailed investigation. Otherwise, we will investigate the complaint according to the seriousness, complexity, urgency and particular nature of the complaint.
Where appropriate or where you have requested, we may escalate the complaint, for example to a senior case manager.
Once we have investigated the complaint, we will provide you with a response and a proposed resolution.
We will provide confirmation of a proposed resolution of a complaint, within 15 working days of receiving the complaint.
For urgent complaints, we will provide confirmation of a proposed resolution of the complaint, and if you accept the proposed resolution, implement that resolution, within 2 working days of receiving the complaint.
If we cannot resolve your complaint within the timeframes set out in this policy, we will contact you and explain the reasons for the delay and give you a new proposed timeframe for resolution.
If you agree with our proposed resolution, we will aim to implement it within 10 working days (unless you agree to a different timeframe or we need to take additional steps to resolve the complaint). We will only implement the resolution once it has been accepted by you.