Section 16 - Building and Construction Industry Security of Payment—Authorised Nominating Authorities (Code of Practice) Order 2020 - Authorised nominating authorities must have complaint and dispute resolution policies

16Authorised nominating authorities must have complaint and dispute resolution policies

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16 Authorised nominating authorities must have complaint and dispute resolution policies

(1) An authorised nominating authority must have a policy about—

(a) the resolution of complaints made by adjudicators, claimants and respondents, including complaints made by persons acting on behalf of claimants and respondents, and

(b) the resolution of disputes between adjudicators and the authorised nominating authority.

(2) The policy must specify the types of complaints and internal disputes that are covered and not covered by the policy.

(3) The policy must also clearly outline the process for the resolution of a complaint or an internal dispute, including—

(a) the process for making a complaint or an internal dispute, and

(b) the steps involved in each stage of the complaint or internal dispute, and

(c) the expected actions and deadline for completing each stage of the process, including requirements to notify the complainant, and

(d) measures to ensure the privacy of complainants is maintained, and

(e) a requirement to notify the complainant of the outcome of the complaint or internal dispute, including the reasons for the outcome.