Article 37 Consumer enquiries and complaints: requirements
This article sets out the seven requirements for the purposes of complying with article 36.
The first requirement is that a consumer must be able to make any enquiry or complaint—
free of charge, or
where it is made using a telephone number for contacting the merchant, at no more than the basic rate.
The second requirement is that the merchant must use its best endeavours to ensure that all calls received from consumers are answered between 9 am to 5 pm on working days for the purposes of dealing with any enquiries and complaints.
The third requirement is that all enquiries and complaints made by means other than a call should be acknowledged to the consumer within five working days beginning with the day on which the enquiry or complaint is received.
The fourth requirement is that the merchant must inform the consumer, at appropriate intervals, about the status and progress of the enquiry or complaint.
The fifth requirement is that the merchant must use its best endeavours to resolve issues raised by consumer’s enquiry or complaint.
The sixth requirement is that the merchant’s determination of any enquiry or complaint must be provided to the consumer without undue delay.
The seventh requirement is that the merchant must make and keep appropriate records in writing of enquiries and complaints and any determination made in respect of them.