© 2007 Yes-
To help users and visitors to the site we publish below a copy of our latest Customer Policy & Procedures.
Customer Care Policy (CCP1)
‘Yes’ tries to ensure all our participants and members receive a quality product
and first-
‘Yes’ recognises though that unfortunately there will be occasions when disagreements do arise. And it is to this end that this guidance has been formulated to provide a speedy and fair resolution process.
If you are a Purchaser and have a complaint (about Yes-
(a) Inform us [preferably by email] detailing as many points as you can, such as the nature of the complaint, correspondences, dates and any monies etc.
(b) We shall check all our records (email, letters and telephone) and, along with your complaint, create a case file.
(c) A Manager will then contact you, make an initial decision, which may either be to find for your complaint, find the complaint as unfounded or to send it on to the Moderator Board for their consideration.
(d) Whichever route is decided you will be informed and invited to add further evidence or address important questions from the Board.
(e) ‘Yes’ tries to ensure 90% of complaints are dealt with within 7 days. All complainants will receive a formal notice detailing the findings of the Manager and/or Moderators Board.
If you are a Purchaser/Seller and have a complaint (about a publisher) you need to:
(a) Inform ‘Yes’ as soon as possible [preferably by email]. Please try to make your complaint as quickly as you can as it will make the gathering of evidence, negotiations or the impositions of appropriate sanctions
(b) A Manager will then contact you and then the author to make an initial decision. This may either be to find for your complaint, find the complaint as unfounded or possibly to send it on to the Moderator Board for their consideration.
(c) Whichever route is decided you will be informed and invited to add further evidence or address important questions from the Board.
If you are a Purchaser and have a complaint (about the site/usage) you should:
(a) Notify ‘Yes’ as soon as possible. You will be given a unique reference code for further communication on the specific issue only. We aim to acknowledge your complaint within eight hours [by email] or within 5 days by post. Your complaint will initially be assessed by a Manager and then [if finding is against you] by a Moderator.
If you are a Publisher/Seller and have a complaint (about a customer) you should:
(a) Notify ‘Yes’ by email as soon as possible. Give all relevant details and if you have one any resolution outcome (claim) you would be content with. Yes will not entertain any complaint made outside 21 days of any issue. Your complaint will be assessed by a Manager but will also be automatically referred to the Moderators Board for final decision. We aim to complete this within 10 days.
If you are a Publisher and have a complaint about ‘Yes-
(a) Notify ‘Yes-
(b) You will be given a complaints reference code.
(c) Give as much detail as possible about your complaint.
(d) A Manager who may need to obtain or clarify certain data with you will investigate your complaint initially.
(e) The Manager may be able to resolve any issues speedily but if not your complaint will be referred to the Moderators Board. Any such referral process will be notified to you.
(f) The Board will make a determination within 21 days and inform all parties formally either by email or letter.
If you are a visitor to the site and have a complaint you should:
(a) Notify ‘Yes-
(b) Inform us of the details (time, date, correspondence etc.)
(c) You will be acknowledged and given a reference code of your complaint.
(d) A Manager, who may be able to address any issues speedily, will deal with your complaint initially.
(e) You may be asked to provide ‘additional information’ to assist our deliberations.
(f) If the Manager is unable to solve or find in anyone’s favour your complaint will be forwarded to the Moderators Board. You will be notified if your complaint is to be referred.
(g) The Board will make a determination within a maximum of 21 days of referral.
All targets are given subject to all parties reasonable compliance. Delays in communication [between parties] and ‘Yes’ obtaining evidence will affect these targets.
‘Yes-
Copyright © 2007 yes-
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