Draft for legal review
Our approach
ExEx aims to deal with concerns fairly, promptly and proportionately. Genuine complaints will not disadvantage a user in their dealings with ExEx.
Raising a complaint
- Provide the complainant's name and contact details.
- Identify the people or organisations involved.
- Explain what happened and provide relevant dates.
- Include important correspondence or documents.
- State the outcome considered reasonable.
Initial review
ExEx will acknowledge a formal complaint, identify who is reviewing it and request further information where needed. Straightforward matters should be resolved informally and promptly where possible.
Investigation
ExEx may review records, obtain information from the parties, consult an independent professional where appropriate and consider the applicable ExEx agreements. Both sides should have a reasonable opportunity to explain their position.
Possible outcomes
- Clarification, correction or apology.
- Completion or correction of an administrative process.
- Reconsideration of a charge where appropriate.
- Mediation or facilitated discussion.
- Suspension or termination of an ExEx registration.
- Referral to an independent provider or professional adviser.
- Confirmation that no further action is appropriate.
Disputes between users
ExEx may facilitate a practical resolution but does not act as a court or arbitrator unless the parties expressly agree to a separate arrangement. Either party remains free to obtain independent legal advice or exercise legal rights.
Payments in dispute
Where permitted by the applicable payment arrangement, a genuinely disputed amount may be deferred while the matter is investigated. Undisputed sums should not normally be withheld merely because another issue is disputed.
Independent resolution
Where internal resolution is unsuccessful, ExEx may suggest mediation or another appropriate independent dispute-resolution process, subject to the parties' agreement unless a relevant contract requires otherwise.
Serious concerns
Fraud, safeguarding, criminal conduct, serious misuse of personal data or other matters requiring external intervention may be referred to the appropriate authority where necessary or legally required.
Confidentiality and learning
Complaints will be handled as confidentially as reasonably possible. ExEx will maintain appropriate records and may use lessons from complaints to improve its services, agreements and procedures.