We have a three-stage complaints procedure:
Stage 1 – Informal stage
Ideally we hope you would try to resolve your complaint informally with the person(s) concerned and at the point when the problem arises.
Stage 2 – Formal investigation
If you are dissatisfied with the outcome of the informal stage then you may formalise your complaint. In order to do this you should either write a letter or an e-mail to our Complaints Officer.
You should clearly set out the nature of your complaint and what you expect Clear Channel to do about it. Ideally, you should submit your formal complaint either within 10 working days of when the problem first arose.
We will acknowledge your complaint within five working days. We will then investigate your complaint, with the aim of providing you with a full response within 25 working days. If your complaint is likely to take longer to investigate then we will tell you and keep you informed of progress.
If your complaint is not upheld then we will explain why. If your complaint is upheld then we will inform you of the action that we intend to take (for example, an explanation of what we will do to prevent a recurrence of the problem).
Please send your letters to:
Clear Channel UK
33 Golden Square
Please send your e-mails to: firstname.lastname@example.org
Stage 3 – Formal review
If you are dissatisfied with the outcome of the formal investigation then you may seek a review of that decision. This will normally be conducted by the CEO’s Office.
Your request for a Review should:
- outline your original complaint, and;
- explain why you find the outcome of the Formal Investigation unsatisfactory. (We would normally expect that this explanation relate to the way that we conducted the investigation rather than our decision.)
We will acknowledge your request for a review within five working days. We will then conduct the review, with the aim of providing you with a full response within 25 working days.