Resourcing the world Complaints Procedure
|
|
- Jonathan Adams
- 5 years ago
- Views:
Transcription
1 Resourcing the world Complaints Procedure We always aim to offer the most helpful and convenient service possible.
2 Complaints procedure We hope that you will not have cause to complain about our services. If you do, please call or write to us in the first instance. To help us deal with your complaint effectively, we may have to pass on some of your customer information to other members of staff, or contractors who work on our behalf, so that your concerns can be fully resolved. How to get your complaint dealt with by telephone Whatever the issue, call us on For emergencies an operator is on hand 24 hours a day to take your call; for all other enquiries the Customer Centre is available from 8:30am to 4:30pm Monday to Friday (excluding public holidays). By letter Please write to us at: Veolia Water Projects PO Box 3920 Swindon SN5 1BW Or by tidworthbilling@veoliawater.com Customers requiring additional assistance We always aim to offer our customers the most helpful and convenient service possible. For customers who are elderly, disabled or who need extra help, we are able to offer additional assistance suited to a specific need, at no extra charge. If you require additional assistance, please mention this when making your complaint. Customers who are deaf or hard of hearing, who use a textphone, can contact us on our textphone number on
3 Complaints about third parties If you have a complaint about a debt collection agency working on our behalf, in the first instance please contact them to resolve your issue. Their telephone number and address will be included in all correspondence sent by them. If you are not satisfied with their response, please call or write to us. How quickly we reply We will reply within 10 working days of receiving your written complaint. This standard meets the terms of our Guaranteed Standards Scheme. We will try to resolve all complaints made by telephone on the same day. If we need to write to you we will do so within 10 working days. Standards of service We keep a constant watch on the speed of our replies to customer queries and complaints. We carry out regular spot checks to ensure we maintain a high quality standard. If you have a water meter we will ensure that your metered bill is as accurate and up to date as possible. Our aim is to ensure that all our household customers, who have a metered supply, receive at least one bill per year based on an actual meter reading, rather than on an estimate. Staff training All of our Customer Services staff receive comprehensive training in customer care and how to help you follow this complaints procedure. Please let us know if you ever receive a service that is not efficient and polite. Taking your complaint further within Veolia Water Projects If you have complained to us and you are not satisfied with our response, let us know and our Customer Services Director will review your complaint. You can write to the Director at: Veolia Water Projects PO Box 3920 Swindon SN5 1BW Putting things right If we are at fault, we will aim to correct any aspect of our service that has been unsatisfactory and has failed to meet either the terms or the spirit of our Customer Code of Practice. In all cases we will explain what has gone wrong, what we are doing about it and how we will try to make sure that it does not happen again. We will also apologise for any inconvenience we may have caused you. 3
4 Sometimes your complaint will be about matters that are not our responsibility. In those cases we will always explain how far we are involved and to what extent we can help, and, if we can, we will give advice on how you can get help elsewhere. Our Customer Guarantee Scheme sets out the payments we make when certain parts of our service fail. We make some of these payments automatically without you having to make a written claim. We also consider making payments for loss or damage, which was the result of problems with our services. If we have made mistakes, which have caused you loss or particular hardship or inconvenience, we will consider making discretionary payments to you whether we are legally liable to or not. Cases like these will be considered on their individual merits. For more information on our Customer Guarantee Scheme, please refer to the relevant leaflet or to our website. For more information on payments directly related to our complaints procedure, please refer to the section below. Guaranteed standards of service If you write to us to complain about your water or wastewater services and we do not reply within 10 working days of receiving your letter, we will automatically pay you 30. If we fail to make a payment within 10 working days we will also pay an additional automatic 10 penalty. How to make a claim We hope you will never need to make a claim. However, if you do need to make a claim under our Guaranteed Standards Scheme this must be made within three months of the event. In some cases the claim must be made in writing, in which case please write to: Veolia Water Projects Customer Services (Guarantee Scheme) PO Box 3920 Swindon SN5 1BW In other cases you can call us on to claim. For more details on how to claim and other information about our Guaranteed Standards Scheme please ask for a copy of the leaflet Our Guarantee to You. You can also find this on our website. 4
5 Taking your complaint further outside Veolia Water Projects If you are still not happy after our Customer Services Department and our Customer Services Director have considered your complaint, you can complain to the Consumer Council for Water (CCWater). CCWater is an independent organisation and its services are free. One of its duties is to decide if your complaint has been properly handled and whether further investigation is required. Normally CCWater will only take up your complaint if we have first been given the opportunity to put things right. If the complaint relates to a debt recovery process, this will temporarily be put on hold while CCWater carries out an investigation. Consumer Council for Water (CCWater) Room 111, Caradog House, 1-6 St Andrews place, Cardiff, CF10 3BE. Telephone: Local rate: Fax: wales@ccwater.org.uk Office hours: Mon to Fri 08:30 to 16:30 Disputes about eligibility for Guaranteed Standards Scheme payments If you feel we have acted unfairly by denying a payment under the Guaranteed Standards Scheme, you can ask Ofwat, who is the independent Regulator for the water industry, to consider your claim. There are some cases that can be referred to Ofwat and they normally relate to breaches of duty. Ofwat is the economic regulator for the Water and Sewerage industry in England and Wales. When a dispute is sent to Ofwat, its decision is final and binding on both parties. Disputes that may be sent to Ofwat can only be about certain subjects. The following list summarises what those subjects are: Entitlement to a free meter under our optional metering scheme Requisition of water mains, sewers or lateral drains (route, deposits and undertakings) Connections to water mains (financial requirements) Self-lay disputes (terms of agreement, security required, financial calculation) Disconnection and reconnection charges (non-household) Separate service pipes for new or present supplies 5
6 Installation of water storage tanks to maintain pressure and supply in some special cases Conditions for adopting sewers Connecting to public sewers Power to close or restrict use of a public sewer Altering your drainage system The Guaranteed Standards Scheme. In most categories, the payments we make, if we do not meet our normal high standards of service, are the same as the Guaranteed Standards Scheme. Ofwat can be contacted as follows: Ofwat Centre City Tower 7 Hill Street Birmingham B5 4UA Telephone: Fax: Minicom: Determination of disputes by the Environment Agency (EA) Under the Environment Act 1995, the EA can decide disputes when Veolia Water Projects has rejected requests for first time sewerage schemes. If the EA is called to make a determination, its decision is final and binding on both parties. Determination of disputes by an independent arbitrator Under the Water Industry Act 1991, some disputes between you and Veolia Water Projects can be decided by an independent arbitrator. Hopefully, we will agree on who this should be. If we cannot agree, the President of the Institute of Civil Engineers, The Secretary of State for the Environment or Ofwat (depending on the dispute) will choose one. The disputes that may be sent to arbitration must concern the following: Water meter installations, including how the fitting should be done and what materials should be used Prevention of contamination. 6
7 Complaints on behalf of a customer (third party complaints) If you would like to complain on behalf of a customer of Veolia Water Projects, this is classed as a third party complaint. The procedure to follow would depend on the type of complaint, as follows: For certain types of complaints Veolia Water Projects would need a written letter from the third party in order to deal with them. Often this will involve Veolia Water Projects writing to the customer with a reply but not providing any customer information to the third party. Whether this is possible will be considered on a case by case basis. If you are not sure, please contact us for more information. In most cases, such as complaints about a high usage invoice or reminder notices, or anything else that requires Veolia Water Projects to divulge customer information to a third party, Veolia Water Projects would need to have written authorisation from the customer. In both cases, the normal complaints procedure will be followed and the Guaranteed Standards of Service will apply. Any payments arising from our Guaranteed Standards of Service will be payable to the customer and not the third party. 7
8 Telephone Operations and billing enquiries: * Mon-Fri 8:30am-4:30pm A 24 hour emergency service operates outside of these hours please call: *Calls may be monitored or recorded for training purposes. Billing: tidworth.billing@veolia.com Operational: tidworth.operations.vesuk@veolia.com Website Veolia Water Projects Ltd, PO Box 3920, Swindon, SN5 1BW Registered office: Veolia, 8th Floor, 210 Pentonville Road, London N1 9JY
Charges scheme. Summary explanation
Charges scheme 2011-2012 Summary explanation www.thameswater.co.uk Contents Introduction 1 Charges for unmetered water supplies 2 Charges for metered water supplies 4 Households opting to have a water
More informationApplication to requisition a public sewer
Application to requisition a public sewer Application form You can go to our website thameswater.co.uk/buildover and apply online or complete this form and return to Thames Water, Developer Services, Clearwater
More informationPEEL WATER NETWORKS LIMITED CODE OF PRACTICE FOR DEBT
PEEL WATER NETWORKS LIMITED CODE OF PRACTICE FOR DEBT Peel Water Networks Limited, Peel Dome, The Trafford Centre, Manchester. M17 8PL Registered No: 6680258 Table of Contents Table of Contents... 2 1.
More informationApplication for a public sewer requistion
Application for a public sewer requistion thameswater.co.uk/developerservices Guidance Notes Water Industry Act 1991 (as amended by the Water Act 2003) Requisitioning Public Sewers Under Section 98 of
More informationThe Pension Service Customer Charter
The Pension Service Customer Charter April 2005 large print version Dear Customer The Pension Service I stand for is an organisation that is dedicated to: helping customers to plan and provide for their
More informationMANAGING DEBT.
MANAGING DEBT www.nwl.co.uk MANAGING DEBT OUR CODE OF PRACTICE: THE COLLECTION OF DEBT FOR DOMESTIC CUSTOMERS The water services we provide to your property have to be paid for, but we know that finding
More information1 Our Customer Charter
1 Our Customer Charter We guarantee to provide a high standard of service. This is formalised in the Terms and Conditions of our Customer Charter Standards of Service which are outlined here. They conform
More informationCode of Practice. Services. for pre-payment customers
Services for pre-payment customers Contents 2 Introduction 2 When will a prepayment meter be installed in your home? 3 How to use your prepayment meter 3 Where to make payments 3 What happens if the machine
More informationInfrastructure charges
Infrastructure charges 2013-2014 Our prices This leaflet lists the infrastructure charges due from 1 April 2013 when new connections for domestic purposes are made to water mains and public sewers. Infrastructure
More informationTerms and Conditions. of Supply. Customer TCs
Terms and Conditions of Supply 1 *** IMPORTANT: YOU MUST BE OVER 18 TO ENTER INTO THESE TERMS*** Our terms 1 Definitions 1.1 The following words are used in this these terms and this is what they mean:
More informationWTC 4. Tax Credit Penalties How tax credit enquiries are settled
Tax Credit Penalties How tax credit enquiries are settled 1 of 13 Contents Introduction Why have you sent me this leaflet? 3 What if I claim as part of a couple? 4 What if I have special needs? 4 During
More informationCHARITY TERMS AND CONDITIONS
CHARITY TERMS AND CONDITIONS 1 YOUR TERMS AND CONDITIONS Here are the terms and conditions of your Virgin Money Charity Account. Together with your Key product information sheet with summary box, they
More informationOverdraft Pre-Contractual Information and Terms for your smilemore Current Account
Overdraft Pre-Contractual Information and Terms for your smilemore Current Account Please read this document carefully, and contact us if you have any questions. We, The Co-operative Bank p.l.c., P.O.
More informationComplaint about your pension? Here s how we can help
Complaint about your pension? Here s how we can help When I retired I should have received my pension straightaway but it took months to organise. I m ill and unable to work. My pension scheme allows for
More informationVanilla Mastercard Terms and Conditions
Vanilla Mastercard Terms and Conditions The following Agreement governs the Cardholder s use of the Gift Card. Please read this Agreement carefully before you use your Gift Card. A copy of this Agreement
More informationComplaint about your pension? Here s how we can help
Complaint about your pension? Here s how we can help When I retired I should have received my pension straightaway but it took months to organise. I m ill and unable to work. My pension scheme allows for
More informationDomestic Terms and Conditions
Version 1.4 26 June 2017 Summary of Principal Terms Domestic Terms and Conditions Changes to the Contract If We need to make any changes to the Contract between You and Us that could be to Your disadvantage,
More informationSwitching current accounts
Switching current accounts Switch in a tick with the stress-free Current Account Switch Service It makes moving your current account to us simple. Now we can switch your UK account to the Halifax in just
More informationto residential reticulated
Effective 1 November 2005 Terms and conditions for the sale and supply of Contact Rockgas LPG to residential reticulated customers Contents Section Page 01 Introduction 01 02 Commencement of supply 01
More informationYour new Terms and Conditions
General Terms and Conditions 2016 General Terms and Conditions 2016 Getting in touch Online www.sainsburysbank.co.uk Telephone Customer Services 08085 40 50 60* between 8am and 10pm, Monday to Friday and
More informationRE: Consultation Paper for Water Services Code of Conduct (Customer Service Standards) 2013
busselton's water BUSSELTON WATER po box 57 busselton wa 6280. p 089781 0500. f 0897541075. abn 79 306 761 565 admin@busseltonwater.wa.gov.au. www.busseltonwater.wa.gov.au Our ref: OL6-04 Your ref: Enquiries:
More informationSavings. Junior Cash ISA. Terms and Conditions
Savings Junior Cash ISA Terms and Conditions Your agreement with us is made up of the following: 1. This document it explains how your Account operates. 2. The Welcome letter it outlines the account number
More informationServices for prepayment customers
Services for prepayment customers Introduction A prepayment meter allows you to pay for your gas and electricity as you use it and, if you need to, pay off outstanding debt at an agreed weekly rate taken
More informationFixed Rate Saver Account. Terms and Conditions
Fixed Rate Saver Account Terms and Conditions Tesco Bank Fixed Rate Saver This document together with your Welcome Letter forms your Terms and Conditions for your Fixed Rate Saver Account. Term of the
More informationAbout Dodo Power & Gas. About This Charter. What You Will Find In This Charter
Customer Charter About Dodo Power & Gas Dodo Power & Gas (M2 Energy Pty Ltd, ACN 123 155 840 trading as Dodo Power & Gas) is an energy retailer licensed to supply electricity and natural gas in Victoria,
More informationDeveloper services charges scheme 2016/2017 Page 1 of 17
Developer services charges scheme 2016/2017 Page 1 of 17 Charges schemes United Utilities Water Limited has published five charges schemes for 2016/2017 charging year. They include the charges to be paid
More informationKey Features of the HSBC Child Trust Fund ( HSBC CTF )
Key Features of the HSBC Child Trust Fund ( HSBC CTF ) This is an important document. You need to read this before you invest in the HSBC CTF. April 2016 Key Features of the HSBC CTF The purpose of this
More informationHSBC Online Banking Terms and Conditions and Important Information
HSBC Online Banking Terms and Conditions and Important Information 2 Your agreement with us for the use of the Online Banking (OB) service consists of: these Online Banking Terms and Conditions and any
More informationSpecial Compliance Office investigations
Special Compliance Office investigations CODE OF PRACTICE COP8 Cases where serious fraud is not suspected Contents Introduction 1 General 2 Confidentiality 2-3 Co-operation 3 Professional representation
More informationCharges schemes. New connections and developer services charges scheme 2019/2020 Page 1 of 64
s schemes Page 1 of 64 United Utilities Water Limited has published four charges schemes for 2019/2020 charging year. They include the charges to be paid for services provided by us in the course of carrying
More informationWESLEYAN UNIT TRUST INDIVIDUAL SAVINGS ACCOUNT (ISA)
IMPORTANT DOCUMENT PLEASE READ WESLEYAN UNIT TRUST INDIVIDUAL SAVINGS ACCOUNT (ISA) INCLUDING THE TERMS AND CONDITIONS 02 Individual Savings Account (ISA) KEY FEATURES OF THE INDIVIDUAL SAVINGS ACCOUNT
More informationOrder Execution Policy
Share Dealing Order Execution Policy Our approach to order execution This leaflet explains how we execute your orders to make sure we re getting you the best deal we can. We take a number of things into
More informationSwitching Terms for current accounts
Switching Terms for current accounts 234000211.indd 1 09/11/2017 05:23 Contents There are two ways you can move your account from your old bank to a new one with us. They work in different ways, so read
More informationDomestic Terms & Conditions
Domestic Terms & Conditions Version 1.8 10 September 2018 Pg 01 Contents 01 Summary of Principle Terms 02 Defined Terms 03 Section 1 This Contract 04 Section 2 Deemed Contract 05 Section 3 Contract Acceptance
More informationIMPORTANT DOCUMENT PLEASE READ WESLEYAN CAPITAL INVESTMENT BOND
IMPORTANT DOCUMENT PLEASE READ WESLEYAN CAPITAL INVESTMENT BOND FOR POLICIES ISSUED FROM 1 JANUARY 2013 02 Wesleyan Capital Investment Bond KEY FEATURES OF THE CAPITAL INVESTMENT BOND The Financial Conduct
More informationKey Features of the HSBC Child Trust Fund ( HSBC CTF ) This is an important document. You need to read this before you invest in the HSBC CTF.
Key Features of the HSBC Child Trust Fund ( HSBC CTF ) This is an important document. You need to read this before you invest in the HSBC CTF. 6 April 2018 2 Contents Section Page Key Features of the HSBC
More informationHistoric Interest Rates for Business Accounts
The tables below itemise the historic products and interest rates that are no longer available for business account depositors. These tables show the qualifying conditions to earn interest and the rates
More informationSwitching current account
Switching current account When you ve chosen your current account it s good to know switching is stress-free. Transfer everything safely and securely in 7 working days. Joining us Contents The switching
More informationJOINT AND SEVERAL LIABILITY. Partnership responsibilities
JOINT AND SEVERAL LIABILITY Partnership responsibilities June 2016 Contents Why do I need to know about it? 1 What does Joint and Several Liability mean? 1 How do we open a partnership account? 2 How does
More informationCases where Contract Disclosure Facilities (COP 9) are not used COP8
Specialist Investigations (Fraud and Bespoke Avoidance) Cases where Contract Disclosure Facilities (COP 9) are not used COP8 Contents Introduction General Confidentiality Co operation Professional representation
More informationTerms & Conditions. Our commitment to you! Electricity Customers (VIC, NSW, QLD, SA, WA)
Terms & Conditions Our commitment to you! Electricity Customers (VIC, NSW, QLD, SA, WA) Introduction This Agreement is about the sale and supply of electricity to you as an Embedded Network customer. This
More informationACCOUNT CHARGES. Your account charges explained
ACCOUNT CHARGES Your account charges explained June 2017 Account charges To put your business in greater control we d like to fully explain your business banking fees. Here we ll outline how our charges
More informationJoint and Several Liability. Partnership responsibilities
Joint and Several Liability Partnership responsibilities If you re going into business with partners, you need to know about Joint and Several Liability. This brochure highlights the main issues. Contents
More informationGUIDE TO MAKING A MOTOR INSURERS BUREAU CLAIM. Guide to making an MIB claim - Issue 6 (10.15)
1 GUIDE TO MAKING A MOTOR INSURERS BUREAU CLAIM Guide to making an MIB claim - Issue 6 (10.15) This booklet This booklet gives important information about the Motor Insurers Bureau (MIB) and making a claim.
More informationYour guide to Zurich Advice Solutions. Guidance and Terms and Conditions Helping you with financial advice when you need it
Your guide to Zurich Advice Solutions Guidance and Terms and Conditions Helping you with financial advice when you need it Contents Zurich Advice Solutions our service 3 Zurich Advice Solutions Terms and
More informationThe Schedule of Charges in the Agency Agreement lists the items such as postage, photocopying, facsimiles etc. for which a charge is made.
1. What is a strata managing agent and what do they do? A strata managing agent, licensed under the Property, Stock & Business Agents Act 1941, is a person who has the necessary academic and management
More informationSummary Principal terms
The legal stuff Bristol Energy and You Thank you for choosing Bristol Energy as your new energy provider. Terms and Conditions may seem like boring legal stuff, but there s lots of important information
More informationrural customer charter
Celtink Creative: Coliban Water: Rural Customer Charter Cover. 110309c rural customer charter C M Y K 1. WHAT IS THIS DOCUMENT? Table of contents 1. What is this document? 4 1.1 The Rural Customer Charter
More informationCredit Card Important Information
Credit Card Important Information Representative Example: Representative 18.9% APR (variable) based on a Credit Limit of 350. Standard interest rate for purchases: 18.9% p.a. (variable). SUMMARY BOX STUDENT
More informationTerms and Conditions
Terms and Conditions Bristol Energy Domestic General Terms and Conditions Contents Summary Principal terms... 3 Meanings and Explanations... 4 1. This Contract.... 5 2. Deemed Contract Terms.... 5 3. Accepting
More informationBusiness Current Account Switch Agreement
Business Current Account Switch Agreement Service Conditions 1. The Current Account Switch Service 1.1 The Current Account Switch Service Guarantee is issued by us after you have consented to this Agreement
More informationPay As You Go Meter Statement
Pay As You Go Meter Statement A Pay As You Go meter (or Prepayment meter) A meter that lets you pay for your electricity and gas in advance. You can buy credit at hundreds of Post Office branches or PayPoint
More informationYour water meter WWM 0151
Your water meter 1 3 8 5 1 3 4 WWM 0151 Your water meter 2 Not for profit Three little words that make a big difference. We re the only water company of its kind in the UK. We put every penny we make back
More informationKEEPING YOUR ELECTRICITY CONNECTED SYNERGY S FINANCIAL HARDSHIP POLICY
KEEPING YOUR ELECTRICITY CONNECTED SYNERGY S FINANCIAL HARDSHIP POLICY If you don t speak English and need help with this guide, call (TIS National) on the telephone interpreter service 13 14 50 to arrange
More informationACCOUNT CHARGES. Your account charges explained
ACCOUNT CHARGES Your account charges explained March 2014 Account charges To put your business in greater control we d like to fully explain your business banking fees. Here we ll outline how our charges
More informationGuaranteed Income Bond. Product Guide
Guaranteed Income Bond Product Guide In this guide Contents Get the facts The Guaranteed Income Bond 3 Who is the Bond for? 3 Why is this a good investment? 3 Key Features of the Guaranteed Income Bond
More informationPlain English Commercial and Industrial Building Contract
Plain English Commercial and Industrial Building Contract Date:... /... /.../ This contract is between 1 Limited (we, us, our)(the builder) of and 2 (you, your)(the client) of and (your authorised representative)
More informationScheme of charges 2015/2016. How we calculate your bill
Scheme of charges 2015/2016 How we calculate your bill 2 Severn Trent Water Scheme of charges 2015/16 About this document Scheme of Charges 1 April 2015 to 31 March 2016 Our Scheme of Charges explains
More informationKey Features of the Group Stakeholder Pension Plan
Key Features of the Group Stakeholder Pension Plan Its aims To help you save for your retirement by building up a sum of money in a tax-efficient way that will provide you with an income when you retire.
More informationWhat to do if you think a bill s incorrect (p10)
What s in this brochure? It s full of the important stuff you need to know about your agreement with us. All your terms and conditions, including things like: What to do if you think a bill s incorrect
More informationSwitching accounts is easy.
Switching accounts is easy. Discover the local banking difference. At TSB, we re here to look after you. We don t get distracted by things like big corporate finance or investment banking. We use the savings
More informationHelp and advice for paying your bills
Help and advice for paying your bills 2 2 2 3 4 5 Contents Introduction How your bills are worked out How to pay your bills Choose your payment scheme Making arrangements to pay How to get help if you
More informationDomestic Terms & Conditions
Domestic Terms & Conditions Version 2.0 19 December 2018 Pg 01 Contents 01 Summary of Principle Terms 02 Defined Terms 03 Section 1 This Contract 04 Section 2 Deemed Contract 05 Section 3 Contract Acceptance
More informationKey Features of the Prudential Personal Pension Scheme
Key Features of the Prudential Personal Pension Scheme Please read this document along with your personal illustration (if you have one) before you decide to buy this plan. It's important you understand
More informationElectricity Bill payment
Electricity Bill payment CODE OF PRACTICE BGE/E/BCOP/0613 www.bordgaisenergy.ie If you need help or advice please contact us: Residential electricity contact details Tel: 1850 632 632 Fax: 1850 22 22 52
More informationApplication for a life assurance plan on the life of another person
Application for a life assurance plan on the life of another person Before completing this form, please read this information carefully. This form is for use where the applicant wishes to take out a plan
More informationKey Features of the Prudential Investment Plan
Key Features of the Prudential Investment Plan Also applicable to additional investments made after 11 November 2013 If you are applying on, or after, 1 January 2018, you should read our Key Information
More informationGeneral Mortgage Conditions
General Mortgage Conditions England and Wales 2013 Introduction Over the following pages, you ll find the general conditions of your mortgage. This booklet is very important because it forms part of the
More informationA guide to underwriting. Here to help at every step
A guide to underwriting Here to help at every step Contents About this guide 3 Higher paid members of staff 4 People joining the policy 4 When is evidence of health required? 4 How is evidence of health
More informationMember Complaints. April
Member Complaints April 2016 www.teacherspensions.co.uk Our procedure We aim to give you the best possible service, but sometimes things can go wrong. You may receive an outcome or decision you re not
More informationInternal Dispute Resolution Procedure
West Yorkshire Pension Fund Lincolnshire Pension Fund Internal Dispute Resolution Procedure Internal Dispute Resolution Procedure (IDRP) - Employees Guide Note: this booklet provides a straightforward
More informationBack on track scheme 2018/2019. Help for customers who are struggling to pay their water bill
Back on track scheme 2018/2019 Help for customers who are struggling to pay their water bill Our Back on Track scheme explained Keeping your head above water and paying your bills on time is not always
More informationTerms and conditions of sale of stairlifts
Terms and conditions of sale of stairlifts These terms and conditions relate to you buying a stairlift direct from us, Stannah Lift Services Ltd. They do not apply to products you bought or are buying
More informationACCOUNT CHARGES. Your account charges explained
ACCOUNT CHARGES Your account charges explained June 2018 Account charges To put your business in greater control we d like to fully explain your business banking fees. Here we ll outline how our charges
More informationTABLE OF CONTENTS CUSTOMER CHARTER ACTIONS FOR NON-PAYMENT 09 INTRODUCTION 03 ABOUT US 03 CONTACT US 03 COMMENCEMENT 03
CUSTOMER CHARTER 02 CUSTOMER CHARTER 2016 TABLE OF CONTENTS INTRODUCTION 03 ABOUT US 03 CONTACT US 03 COMMENCEMENT 03 STANDARDS AND CONDITIONS 04 OF SERVICE AND SUPPLY 1 CONNECTION AND SERVICE PROVISION
More informationKey Features of the Prudential Stakeholder Pension Plan
Key Features of the Prudential Stakeholder Pension Plan Please read this document along with your personal illustration (if you have one) before you decide to buy this plan. It s important you understand
More informationSAVINGS TERMS AND CONDITIONS
SAVINGS TERMS AND CONDITIONS 1 YOUR TERMS AND CONDITIONS Here are the terms and conditions of your Virgin Money Savings Account. Together with your Key product information sheet with summary box and, where
More informationCredit Card Important Information
Credit Card Important Information Representative Example: Representative 11.1% APR (variable) based on an assumed Credit Limit of 1,200. Standard interest rate for purchases: 6.9% p.a. (variable). Annual
More informationLOSS ASSIST BUSINESS LOSS ADJUSTER FEES INSURANCE TO HELP KEEP YOUR BUSINESS RUNNING KEY FACTS BROCHURE
LOSS ASSIST BUSINESS LOSS ADJUSTER FEES INSURANCE TO HELP KEEP YOUR BUSINESS RUNNING KEY FACTS BROCHURE WHAT IS LOSS ASSIST BUSINESS? Every year businesses fail because they simply can t survive the disruption
More informationOur complaints process
Our complaints process We do our best to provide an excellent service but there might still be times when you feel you have cause for complaint. If so, we ll resolve your complaint as quickly and fairly
More informationYourLife Plan Term Assurance Key Facts
YourLife Plan Term Assurance Key Facts Contents Section A: About YourLife Plan Page A1 What is YourLife Plan? 4 A2 YourLife Plan s aims 4 A3 How does YourLife Plan - 4 Term Assurance work? A4 Your commitment
More informationKey Features of the PruFund Investment Plan Mark 3
Key Features of the PruFund Investment Plan Mark 3 If you are applying on, or after, 1 January 2018, you should read our Key Information Document and relevant Investment Option Document(s). Welcome Contents
More informationCancer Essentials. Retirement Investments. Insurance Health. Retirementyou. Investments. Insurance. Health. Retirement. Investments.
Cancer Essentials Retirement Investments Insurance Health Retirement Investments Health Providing financial Insurance and emotional support Retirementyou Investments Insurance with Health cancer should
More informationFREE Parent Life Cover
Free Life Cover FREE Parent Life Cover A helping hand to protect your family Free Parent Life Cover Aim Cost of cover Time period Jargonfree To kick start protecting your family by giving each parent 25,000
More informationPRE-CONTRACT CREDIT INFORMATION (Standard European Consumer Credit Information)
PRE-CONTRACT CREDIT INFORMATION (Standard European Consumer Credit Information) 1. Contact details Creditor Address Telephone number E-mail address Web address SafetyNet Credit 32 nd Floor, Euston Tower,
More informationACCOUNT CHARGES. Your account charges explained
ACCOUNT CHARGES Your account charges explained March 2018 Account charges To put your business in greater control we d like to fully explain your business banking fees. Here we ll outline how our charges
More informationKey Features of the Options ISA. - Anytime Access option - Fixed Term option
Key Features of the Options ISA - option - option The Financial Conduct Authority is a financial services regulator. It requires us, Police Mutual, to give you this important information to help you decide
More informationKEY FEATURES OF LEGAL & GENERAL S PENSION ANNUITY.
PENSION ANNUITIES KEY FEATURES OF LEGAL & GENERAL S PENSION ANNUITY. HELPING YOU MAKE THE RIGHT DECISIONS FOR YOUR FUTURE This is an important document that you should keep in a safe place. 02 KEY FEATURES
More informationStandard Domestic Contractual Terms & Conditions
Standard Domestic Contractual Terms & Conditions T&C-DOM-v.0.1 These are the terms and conditions for the supply of electricity and/or gas to your domestic property. First, here is some basic information
More informationPersonal Lending Products
Personal Lending Products Terms and conditions Applies from 15th July 2017 Introduction The details of your credit facilities are set out in the agreement which comes with this booklet. The agreement
More informationElectricity Standard Terms and Conditions
Electricity Standard Terms and Conditions 1 Our arrangement with you 1.1 In these terms and conditions, "We" is used to mean Electricity Direct Ltd, and "You" is used to mean you, our customer. 1.2 Our
More informationISLAMIC BUSINESS ACCOUNT CHARGES. Your account charges explained
ISLAMIC BUSINESS ACCOUNT CHARGES Your account charges explained Contents Introduction 3 Introductory offer 3 When your free banking ends 3 Help with queries 3 Keeping your charges low 4 Statements 4 Balance
More informationCardholder Guide. Discover how to get the most from your Royal Bank of Scotland VISA Business Card
Cardholder Guide Discover how to get the most from your Royal Bank of Scotland VISA Business Card The Royal Bank of Scotland VISA Business Card Cardholder Guide Index Welcome to VISA Business Card 4 Getting
More informationORDER FORM RESIDENTIAL
ORDER FORM RESIDENTIAL Customer details First name: Surname: Site address: Phone: Mobile: Email: Service particulars Service Internet Access Services Access speed (Downlink Mbps, Uplink Mbps) Voice Services
More informationAgreement for the Supply of Gas to Business Customers
Agreement for the Supply of Gas to Business Customers General Terms and Conditions www.cngltd.co.uk 01423 502 554 1 1. THESE CONDITIONS 1.1 What these Conditions cover. These are the terms and conditions
More informationVIRGIN UNIT TRUST CONDITIONS
VIRGIN UNIT TRUST CONDITIONS PLEASE MAKE SURE YOU READ THESE CONDITIONS AS THEY CONTAIN INFORMATION YOU NEED TO KNOW This agreement is governed by the Financial Conduct Authority Collective Investment
More informationWrap ISA and Wrap Personal Portfolio
Wrap ISA and Wrap Personal Portfolio Key Features This key features document is for UK residents only. The Financial Conduct Authority is a financial services regulator. It requires us, Standard Life,
More informationProtection. Free Life Insurance A HELPING HAND TO PROTECT YOUR LOVED-ONES FREE LIFE INSURANCE IS PROVIDED BY IRISH LIFE ASSURANCE PLC.
Protection Free Life Insurance A HELPING HAND TO PROTECT YOUR LOVED-ONES FREE LIFE INSURANCE IS PROVIDED BY IRISH LIFE ASSURANCE PLC. FREE LIFE INSURANCE Aim To give you a head start with your life insurance
More informationWhat you need to know. Terms and conditions of a metered water supply
What you need to know Terms and conditions of a metered water supply This leaflet provides important information and advice for customers with a water meter. We ve summarised the terms and conditions that
More informationKEY FEATURES OF LEGAL & GENERAL S PENSION ANNUITY.
PENSION ANNUITIES KEY FEATURES OF LEGAL & GENERAL S PENSION ANNUITY. HELPING YOU MAKE THE RIGHT DECISIONS FOR YOUR FUTURE This is an important document that you should keep in a safe place. 02 KEY FEATURES
More information