Common use of Timescales Clause in Contracts

Timescales. The Supplier will be required to operate an escalation route for complaints received from Customers in 2 stages. Stage 1 - first response issued within 15 working days of receipt of the complaint. Stage 2 - second response issued within 15 working days of receipt if the customer is dissatisfied with the first response. Stage 1 and 2 Responses to complaints for stage 1 and 2 will be issued within 15 working days. In exceptional circumstances a response may not be available within 15 working days. In these circumstances the customer must be informed of the reason why and the date they can expect a full response. MP Complaints All complaints received from MPs will be handled by the HMRC interface team. This will enable HMRC to ensure the contact is genuine and strict control is in place (See Annex 4). DCAs will provide HMRC with a response within 24 hours if any aspect of the enquiry refers to DCA action.

Timescales. The Supplier Contractor will be required to operate an escalation route for complaints received from Customers in 2 stages. Stage 1 - first response issued within 15 working days of receipt of the complaint. Stage 2 - second response issued within 15 working days of receipt if the customer is dissatisfied with the first response. Stage 1 and 2 Responses to complaints for stage 1 and 2 will be issued within 15 working days. In exceptional circumstances a response may not be available within 15 working days. In these circumstances the customer must be informed of the reason why and the date they can expect a full response. MP Complaints All complaints received from MPs will be handled by the HMRC interface team. This will enable HMRC to ensure the contact is genuine and strict control is in place (See Annex 4). DCAs Contractors will provide HMRC with a response within 24 hours if any aspect of the enquiry refers to DCA Auctioneers action.