What were the established dispute resolution procedures that were followed?

To answer this question fully, provide a copy of the customer complaints policy and dispute resolution policy that was followed. Include details about:

• what steps the customer had to follow in order to raise their dispute with the business
• what the business did in response to the customer's dispute
• was the dispute resolution procedure made available to the customer?
• was the dispute resolution procedure useful in this scenario - why / why not?