"Appeal" |
means your request to escalate a Complaint from Level One to Level Two if you are not satisfied with the outcome at Level One; |
"Appeal Handler" |
means an employee of AMS Electrical working at Director or senior management level who will handle Level Two Complaints; |
"Business Day" |
means, any day (other than Saturday or Sunday) on which ordinary banks are open for their full range of normal business, excluding December 27th, 28th, 29th, 30th, 31st |
"Complaint Handler" |
means an employee of AMS Electrical who will handle Level One Complaints; |
"External Resolution" |
means the referral of your Complaint to an external body or organisation for resolution if you are not satisfied with the outcome at Level Two; |