Passed by the NKF 28^th March 2009

Reviewed June 2019

Telephone Complaints

Initial complaints and queries received by telephone will be dealt with by Head Office.

A telephone log sheet will be recorded at the time of the call detailing the callers contact details, details of the person taking the call, nature of the call and how the complaint was resolved.

The telephone log sheets will be kept on file at NKF Head Office for a period of three years.

If an initial complaint cannot be resolved, the complaint is logged and NKF would then pass this to the Chief Executive Officer.

If the complaint cannot be resolved at this stage the complaint would be forwarded to an independent arbitrator for them to resolve.

Written complaints

Initial complaints and queries to be responded to within 48 hours of receipt of complaint.

All complaints will be logged on the complaints log sheet, detailing the individuals contact details, details of the administrator that has dealt with the complaint, the nature of the complaint and what steps were taken to resolve the complaint.

A complaints log sheet and written complaints will be kept on file at NKF Head Office for a period of 3 years.

If the initial complaint cannot be resolved by NKF Head Office the complaint will be logged and forwarded to the NKF Chief Executive Officer.

If the complaint cannot be resolved at this stage the complaint would be forwarded to an independent arbitrator for them to resolve.

All general queries will be logged on the sheets for reference.