Purpose
Give clients a clear path to raise and resolve concerns.
Scope
- • All member companies.
Core requirements
- Publish a complaints procedure.
- Acknowledge complaints within a defined period.
- Cooperate with GCBA's complaints intake for association-related matters.
Recommended evidence
- Public complaints policy.
- Complaint log.
Examples of acceptable practice
- Documented, timely responses to complainants.
Examples of problematic practice
- Ignoring or suppressing legitimate complaints.
Jurisdiction notes
- Some jurisdictions require external dispute resolution schemes.
Change history
| Version | Date | Note |
|---|---|---|
| 1.0 | 2025-01-01 | Initial public draft. |
This standard is educational and does not constitute legal advice. Members must comply with applicable law and regulation in every jurisdiction in which they operate.
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