Any applicant wishing to complain about any activity performed by an ERS Assessment Centre or its authorised personnel shall in the first instance and within fourteen days of the cause of the complaint give notice in writing to the centre in accordance with the Centres complaints procedure.
Where the complaint has not been addressed to the satisfaction of the complainant or the complaint is against ERS, its employees or any of its representatives, within fourteen days the cause of the complaint shall be given in writing to the ERS Senior Executive who will instigate the ERS Complaints Procedure. Should the ERS Senior Executive fail to resolve the complaint and it is necessary to convene a Complaints Panel, this will be held within 30 days of receipt of such notice. The complainant shall be given notice of the time and place of this meeting and may be liable for costs incurred where the complaint is not upheld.
The decision of the Complaints Panel as declared by its Chairman shall be final.
Applicants wishing to appeal against any decision made by ERS or its authorised personnel, must within fourteen days of receiving the decision against which they wish to appeal, give notice in writing of their appeal to the Chairman of the ERS Impartiality Committee who will instigate the ERS Appeals Procedure.
If the appeal is against an ERS decision then ERS shall hold a meeting of the Appeals Panel within 30 days of receipt of such notice and the appellant shall be given notice of the time and place of this meeting.
The decision of the Appeals Panel as declared by the Chairman shall be final.