LINK Complaints Policies
LINK Complaints Policies
LINK Complaints Policy (Coordination Body)
Introduction:
This policy explains how LINK handles complaints from members of the public and other third parties in connection with its role as a Coordination Body.
LINK is the independent body (Coordination Body) that is responsible for considering the impact of changes to access to cash and banking provision (e.g. bank branches etc.) in communities throughout the United Kingdom.
To assist LINK in assessing the impact on relevant communities, criteria are used (which can be found here). The criteria are set by certain banks and building societies.
Scope:
The Policy applies to:
Decision Complaints - any complaint that LINK has not properly performed its role as the Coordination Body.
Service Complaints - any complaint about LINK's handling of a Decision Complaint.
It is open to anyone (including members of the public, consumer groups, businesses, and others) to make a complaint to LINK.
Approach:
LINK’s aim is to deal with complaints promptly and sensitively and is committed to operating within a culture that supports the fair treatment of those with questions, queries, or complaints regarding LINK's activities as the Co-ordination Body.
Complaints can be made electronically, in writing and verbally.
In managing a complaint, LINK will complete the following stages:
- Complaint acknowledgement
- Confirmation as to whether the complaint is in scope of the Policy
- Complaint investigation
- Written final decision
- Provide escalation details for the Independent Assessor if a complainant is unhappy with an outcome in respect of a Decision Complaint.
Timescales:
LINK’s aim is to investigate complaints in a timely manner and issue a Final Decision within eight (8) weeks from the date that the complaint is received.
Independent Assessor
The Independent Assessor is responsible for managing the appeals process for Decision Complaints once LINK’s internal complaints process has concluded. The assessor is independent of LINK in its role as the Coordination Body and will form their own view on any complaint appealed to them. Click here for more information about the Independent Assessor.
Complaints Policy
Click here to read the full complaints policy (Coordination Body).
LINK Complaints Policy (Non-Coordination Body)
Introduction:
This policy explains how LINK handles complaints from members of the public and other third parties in respect of general matters relating to the LINK scheme, primarily ATM services.
Scope:
LINK’s Complaints Team has primary responsibility for processing Complaints relating to its role as a Coordination Body (this is outlined in the Complaint Handling Policy (Coordination Body) document). However, due to LINK’s position as a not-for-profit organisation which provides the connection between banks and cash machines, there is often a misconception among the public that LINK has a responsibility to resolve Complaints relating to ATM malfunctions (e.g. cash and card retention issues). While such Complaints could be referred to our Network Membership for resolution, LINK takes the pragmatic approach in the interest of customer service and treating the customer fairly to deal with such Complaints at source.
In addition to this, LINK can receive general service Complaints which would be covered by this Policy.
Approach:
LINK’s aim is to deal with complaints promptly and sensitively and is committed to operating within a culture that supports the fair treatment of those with questions, queries, or complaints.
Complaints can be made electronically, in writing and verbally.
In managing a complaint, LINK will complete the following stages:
- Complaint acknowledgement
- Confirmation as to whether the complaint is in scope of the Policy
- Complaint investigation
- Written final decision
- Provide escalation details for the Chief Risk Officer if a complainant is unhappy with an outcome in respect of a Complaint.
Timescales:
LINK’s aim is to investigate complaints in a timely manner and issue a Final Decision within eight (8) weeks from the date that the complaint is received.
Chief Risk Officer (CRO):
The CRO is responsible for managing the appeals process for Non-Coordination Body Complaints once LINK’s internal complaints process has concluded. The CRO will form their own view on any complaint appealed to them.
Complaints Policy:
Click here to read the full complaints policy (non-Coordination Body).