McArthurGlen Complaints Handling Procedure
The McArthurGlen Complaint Handling Procedure (CHP) is designed to enable E.U. and UK based Merchants who use the Services provided by McArthurGlen (where the terms refer to this complaints handling procedure) to lodge a complaint under the “Regulation (EU) 2019/1150 of the European Parliament and of the Council of 20 June 2019 on promoting fairness and transparency for business users of online information services” and the laws derived from this regulation (“P2B Regulation”) concerning: (a) McArthurGlen’s non-compliance with the P2B Regulation, (b) Technological issues directly related to McArthurGlen’s provision of the relevant services, and (c) measures taken by McArthurGlen in respect of its provision of the relevant services which have affected your business.
The McArthurGlen CHP has two stages. Stage one of the CHP gives McArthurGlen the opportunity to review and consider your complaint in full. McArthurGlen will try to resolve your complaint without undue delay. If you are not happy with our response, you will have the opportunity to take your complaint to stage two. Stage two provides you with the opportunity to have your complaint reviewed and considered by an independent Mediator.
Stage One
Please ensure all complaints are submitted in writing to:
Compliance.Officer@mcarthurglen.com
Our compliance team is operational Monday to Friday from 9.30am until 5.30pm (UK). We will consider your complaint as quickly as possible and will acknowledge receipt of your complaint within 7 days. We will aim to resolve or, depending on complexity, provide a status update, within 28 days of receipt of your complaint.
Stage Two
If we are unable to resolve your complaint after Stage 1 of our complaints handling process then you have the option of referring your complaint to an independent mediator and either you or us can refer the complaint to the Centre for Effective Dispute Resolution (CEDR), where CEDR will nominate an independent mediator.
The McArthurGlen CHP has two stages. Stage one of the CHP gives McArthurGlen the opportunity to review and consider your complaint in full. McArthurGlen will try to resolve your complaint without undue delay. If you are not happy with our response, you will have the opportunity to take your complaint to stage two. Stage two provides you with the opportunity to have your complaint reviewed and considered by an independent Mediator.
Stage One
Please ensure all complaints are submitted in writing to:
Compliance.Officer@mcarthurglen.com
Our compliance team is operational Monday to Friday from 9.30am until 5.30pm (UK). We will consider your complaint as quickly as possible and will acknowledge receipt of your complaint within 7 days. We will aim to resolve or, depending on complexity, provide a status update, within 28 days of receipt of your complaint.
Stage Two
If we are unable to resolve your complaint after Stage 1 of our complaints handling process then you have the option of referring your complaint to an independent mediator and either you or us can refer the complaint to the Centre for Effective Dispute Resolution (CEDR), where CEDR will nominate an independent mediator.