Commentary

139 Following the procedures

BUILDING SOCIETIES vol 6(1)
| Commentary

139 Following the procedures

| Commentary

139 Following the procedures

A building society must take reasonable steps to ensure that all relevant employees (including employees of appointed representatives1) are aware of the society’s internal complaint handling procedures and must endeavour to ensure that they act in accordance with them2. The society must put in place appropriate management controls and take reasonable steps to ensure that in complying with its obligation to have internal complaint handling procedures3 it handles complaints fairly, consistently and promptly and that it identifies and remedies any recurring or systemic problems, as well as any specific problem

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