01
Submitting a complaint
The final procedure should provide SACHEL's designated complaint channel and explain what information helps identify and assess the concern.
02
Acknowledgement and assessment
The final procedure should explain how complaints are acknowledged and reviewed, including the applicable response timeframes.
03
Decision and response
The final procedure should describe how SACHEL communicates its decision, handles requests for further information, and explains any available review steps.
04
Further escalation
Any applicable independent or regulatory escalation options, eligibility requirements, and verified contact details should be set out here.