COMPLAINTS PROCESS

This is The Independent Buying Groups Complaints Process. Although we screen both Suppliers and Buyers and ask them to adhere to our Buyer Code of Conduct & the Supplier Code of Conduct, sometimes, things go wrong. We would ask any buyers or suppliers to follow this process to resolve any issues.

 

If you have an issue with services delivered by another party, follow this process to address the issue:

  1. Raise the issue with the other party in an open, objective and non-confrontational way

  2. Provide your view on the issue, with any relevant background information and what you would like to happen

  3. Give the other party time to investigate the issue and to respond to you with their view of the issue, which should be in an open, objective and non-confrontational way

  4. Try to work together to come to a resolution that is as fair and equitable as possible for both parties. This may mean that you need to make a concession to reach an agreement.

  5. Aim to work through this resolution process within two weeks (so issues don’t drag out) but allow for delays if they are reasonable, a party is on holiday for example.

  6. Contact us if the issue is not resolved within 2 weeks

  7. Tell us your view of what happened

  8. We will acknowledge the issue and investigate the issue with the other party

  9. We will work with both parties to resolve the issue, and our view will be an objective view of the issue.

  10. If the issue is not resolved at this point we may refer you to an external resolution team.

 

 

If another party has an issue with services delivered by your business, follow this process to address the issue:

  1. The other party will raise the issue with you, and this should be in an open, objective and non-confrontational way

  2. They should provide their view on the issue, with any relevant background information and what they would like to happen

  3. Take some time to investigate the issue and to respond to the other party with your view of the issue in an open, objective and non-confrontational way

  4. Try to work together to come to a resolution that is as fair and equitable as possible for both parties. This may mean that you need to make a concession to reach an agreement.

  5. Aim to work through this resolution process within two weeks (so issues don’t drag out) but allow for delays if they are reasonable, a party is on holiday for example.

  6. Contact us if the issue is not resolved within 2 weeks

  7. Tell us your view of what happened

  8. We will acknowledge the issue and investigate the issue with the other party

  9. We will work with both parties to resolve the issue, and our view will be an objective view of the issue.

  10. If the issue is not resolved at this point we may refer you to an external resolution team.