How we investigate complaints
EWON is committed to providing a high quality, independent dispute resolution service. We try to deal with complaints in a way that is fair, reasonable and timely. Where possible, we give the supplier an opportunity to resolve the matter directly with you.
Each complaint is assessed individually, but the following points outline our general approach to complaint-handling:
- if you haven’t contacted your supplier about the problem, we will put you in touch with the company
- where appropriate we may refer your complaint to the company’s specialist dispute resolution team
- if your complaint is made on-line, by email or by letter and the nature of the complaint is clear, where appropriate we may refer it to the specialist dispute resolution team at your supplier and ask them to contact you to see if they can resolve the matter with you directly
- if you have not been able to resolve the complaint with your supplier, we will allocate an Investigations Officer to your case
- where an investigation is undertaken, we will try to complete this as quickly as possible, and we will keep you informed about the progress of our investigation
- if we are not able to help you because we do not have any jurisdiction in relation to your complaint, we will try to find an organisation that can.
How long will it take?
If we refer your complaint to the supplier’s specialist dispute resolution team, they will need to contact you within three business days of the referral to advise you of the steps they will take to try to resolve the matter.
If we investigate your complaint we will do so as quickly as possible.
If your matter is complex, it may take some time to investigate. If EWON has received a high number of complaints there might be a delay in allocating your matter for investigation, and we apologise for this.
- We seek information from the supplier (eg account records or claim files)
- We may seek further information from you (eg copies of bills, letters or receipts)
- Where appropriate, we might seek independent expert advice (eg engineer or loss assessor)
- We will continue to investigate for as long as there are grounds to support further investigation, or until the matter is resolved.
Requesting a review
If you are not satisfied with the progress of your case, please ask to speak to an EWON Investigations Manager.
If you are not satisfied with the result of an investigation, you can ask us to consider a review of EWON’s decision.
EWON will undertake a review of an investigation based on the following criteria:
- bias or lack of impartiality by EWON; and/or
- provision of additional, relevant information not available during the investigation that would change the investigation outcome; and/or
- error or omission by EWON, including where EWON has relied on incorrect information or has not adhered with its case handling policies in reaching its decision.
A request for EWON to review must be in writing and must state the reason/s for review, in accordance with the above criteria;
- include supporting information; and
- be received by EWON within 28 days of the date of case closure letter or Final Investigation Report.
In special circumstances a verbal request will be considered.