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when does a case fee become chargeable?
Fewer than one in six of the initial complaints and enquiries that we receive at our front-line customer contact division become chargeable cases. The other complaints and enquiries usually involve matters we do not deal with – or matters that that can be resolved very early on, just by clarifying misunderstandings and sorting things out informally.
A case fee becomes “chargeable” when our customer contact division passes a complaint on for further work to one of our casework teams of adjudicators. The fee does not actually become payable until the case is settled and closed. Our finance team sends out an invoice for the case fee to the business concerned at the end of the month in which the case is closed.
However, all businesses are entitled to a number of “free” cases. In 2009/10 we will not charge businesses for the first three chargeable cases closed during the (financial) year. We charge only for the fourth (and any subsequent) case.
how much is the case fee?
The standard case fee (which we charge for the fourth and any subsequent “chargeable” case during the year) is currently £500 (from April 2009). Case fee arrangements are reviewed each year and may be subject to change.
2008/2009 - 127,471 new cases -
referred to our adjudicators and ombudsmen for further dispute-resolution work
So thats £500 each for 127,471 cases.
Fewer than one in six of the initial complaints and enquiries that we receive at our front-line customer contact division become chargeable cases. The other complaints and enquiries usually involve matters we do not deal with – or matters that that can be resolved very early on, just by clarifying misunderstandings and sorting things out informally.
A case fee becomes “chargeable” when our customer contact division passes a complaint on for further work to one of our casework teams of adjudicators. The fee does not actually become payable until the case is settled and closed. Our finance team sends out an invoice for the case fee to the business concerned at the end of the month in which the case is closed.
However, all businesses are entitled to a number of “free” cases. In 2009/10 we will not charge businesses for the first three chargeable cases closed during the (financial) year. We charge only for the fourth (and any subsequent) case.
how much is the case fee?
The standard case fee (which we charge for the fourth and any subsequent “chargeable” case during the year) is currently £500 (from April 2009). Case fee arrangements are reviewed each year and may be subject to change.
2008/2009 - 127,471 new cases -
referred to our adjudicators and ombudsmen for further dispute-resolution work
So thats £500 each for 127,471 cases.
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