Conflict Avoidance / Dispute Resolution

Question 1

Talk me through LSH’s complaints handling procedure.

Answer 1

If a complaint is received, it’s initially marked as Category A, the head of office is informed, it’s acknowledged within 3 days, and formally responded to within 14 days. If unresolved after 20 days, it is escalated to category B.

Whereupon the head of service line and LSH Complaints Handling Officer are informed and the escalation is acknowledged within 3 days. A formal response is issued within 14 days, and if unresolved after 20 days, the ADR process is entered.

Question 2

Name 3 dispute resolution procedures.

Answer 2

• Arbitration
• Mediation
• Independent expert