Dispute Resolution Policy

1.1Nexone shall apply the principles of "Scope of the Policy" in a manner consistent with clause 1. Sub-clause 1.1 sets out the operational expectations, the parties to whom they apply, and the internal controls that support them.

1.2For the purposes of clause 1 (Scope of the Policy), the customer acknowledges and agrees that any obligation described in sub-clause 1.2 is a material term of this document and non-compliance may result in restrictions on the account.

1.3Sub-clause 1.3 clarifies the scope of clause 1 (Scope of the Policy) and its interaction with the wider Nexone regulatory framework, including any applicable local law, regulatory guidance or industry code of conduct.

1.4Where circumstances require an exception to clause 1 (Scope of the Policy), sub-clause 1.4 authorises Nexone to grant that exception on a case-by-case basis, subject to appropriate risk assessment, documentation and internal approval.

2.1Nexone shall apply the principles of "Customer Right to Complain" in a manner consistent with clause 2. Sub-clause 2.1 sets out the operational expectations, the parties to whom they apply, and the internal controls that support them.

2.2For the purposes of clause 2 (Customer Right to Complain), the customer acknowledges and agrees that any obligation described in sub-clause 2.2 is a material term of this document and non-compliance may result in restrictions on the account.

2.3Sub-clause 2.3 clarifies the scope of clause 2 (Customer Right to Complain) and its interaction with the wider Nexone regulatory framework, including any applicable local law, regulatory guidance or industry code of conduct.

2.4Where circumstances require an exception to clause 2 (Customer Right to Complain), sub-clause 2.4 authorises Nexone to grant that exception on a case-by-case basis, subject to appropriate risk assessment, documentation and internal approval.

3.1Nexone shall apply the principles of "How to Submit a Complaint" in a manner consistent with clause 3. Sub-clause 3.1 sets out the operational expectations, the parties to whom they apply, and the internal controls that support them.

3.2For the purposes of clause 3 (How to Submit a Complaint), the customer acknowledges and agrees that any obligation described in sub-clause 3.2 is a material term of this document and non-compliance may result in restrictions on the account.

3.3Sub-clause 3.3 clarifies the scope of clause 3 (How to Submit a Complaint) and its interaction with the wider Nexone regulatory framework, including any applicable local law, regulatory guidance or industry code of conduct.

3.4Where circumstances require an exception to clause 3 (How to Submit a Complaint), sub-clause 3.4 authorises Nexone to grant that exception on a case-by-case basis, subject to appropriate risk assessment, documentation and internal approval.

4.1Nexone shall apply the principles of "Acknowledgement Timelines" in a manner consistent with clause 4. Sub-clause 4.1 sets out the operational expectations, the parties to whom they apply, and the internal controls that support them.

4.2For the purposes of clause 4 (Acknowledgement Timelines), the customer acknowledges and agrees that any obligation described in sub-clause 4.2 is a material term of this document and non-compliance may result in restrictions on the account.

4.3Sub-clause 4.3 clarifies the scope of clause 4 (Acknowledgement Timelines) and its interaction with the wider Nexone regulatory framework, including any applicable local law, regulatory guidance or industry code of conduct.

4.4Where circumstances require an exception to clause 4 (Acknowledgement Timelines), sub-clause 4.4 authorises Nexone to grant that exception on a case-by-case basis, subject to appropriate risk assessment, documentation and internal approval.

5.1Nexone shall apply the principles of "Investigation Procedure" in a manner consistent with clause 5. Sub-clause 5.1 sets out the operational expectations, the parties to whom they apply, and the internal controls that support them.

5.2For the purposes of clause 5 (Investigation Procedure), the customer acknowledges and agrees that any obligation described in sub-clause 5.2 is a material term of this document and non-compliance may result in restrictions on the account.

5.3Sub-clause 5.3 clarifies the scope of clause 5 (Investigation Procedure) and its interaction with the wider Nexone regulatory framework, including any applicable local law, regulatory guidance or industry code of conduct.

5.4Where circumstances require an exception to clause 5 (Investigation Procedure), sub-clause 5.4 authorises Nexone to grant that exception on a case-by-case basis, subject to appropriate risk assessment, documentation and internal approval.

6.1Nexone shall apply the principles of "Evidence Requirements" in a manner consistent with clause 6. Sub-clause 6.1 sets out the operational expectations, the parties to whom they apply, and the internal controls that support them.

6.2For the purposes of clause 6 (Evidence Requirements), the customer acknowledges and agrees that any obligation described in sub-clause 6.2 is a material term of this document and non-compliance may result in restrictions on the account.

6.3Sub-clause 6.3 clarifies the scope of clause 6 (Evidence Requirements) and its interaction with the wider Nexone regulatory framework, including any applicable local law, regulatory guidance or industry code of conduct.

6.4Where circumstances require an exception to clause 6 (Evidence Requirements), sub-clause 6.4 authorises Nexone to grant that exception on a case-by-case basis, subject to appropriate risk assessment, documentation and internal approval.

7.1Nexone shall apply the principles of "Interim Communications" in a manner consistent with clause 7. Sub-clause 7.1 sets out the operational expectations, the parties to whom they apply, and the internal controls that support them.

7.2For the purposes of clause 7 (Interim Communications), the customer acknowledges and agrees that any obligation described in sub-clause 7.2 is a material term of this document and non-compliance may result in restrictions on the account.

7.3Sub-clause 7.3 clarifies the scope of clause 7 (Interim Communications) and its interaction with the wider Nexone regulatory framework, including any applicable local law, regulatory guidance or industry code of conduct.

7.4Where circumstances require an exception to clause 7 (Interim Communications), sub-clause 7.4 authorises Nexone to grant that exception on a case-by-case basis, subject to appropriate risk assessment, documentation and internal approval.

8.1Nexone shall apply the principles of "Final Response Timelines" in a manner consistent with clause 8. Sub-clause 8.1 sets out the operational expectations, the parties to whom they apply, and the internal controls that support them.

8.2For the purposes of clause 8 (Final Response Timelines), the customer acknowledges and agrees that any obligation described in sub-clause 8.2 is a material term of this document and non-compliance may result in restrictions on the account.

8.3Sub-clause 8.3 clarifies the scope of clause 8 (Final Response Timelines) and its interaction with the wider Nexone regulatory framework, including any applicable local law, regulatory guidance or industry code of conduct.

8.4Where circumstances require an exception to clause 8 (Final Response Timelines), sub-clause 8.4 authorises Nexone to grant that exception on a case-by-case basis, subject to appropriate risk assessment, documentation and internal approval.

9.1Nexone shall apply the principles of "Compensation Framework" in a manner consistent with clause 9. Sub-clause 9.1 sets out the operational expectations, the parties to whom they apply, and the internal controls that support them.

9.2For the purposes of clause 9 (Compensation Framework), the customer acknowledges and agrees that any obligation described in sub-clause 9.2 is a material term of this document and non-compliance may result in restrictions on the account.

9.3Sub-clause 9.3 clarifies the scope of clause 9 (Compensation Framework) and its interaction with the wider Nexone regulatory framework, including any applicable local law, regulatory guidance or industry code of conduct.

9.4Where circumstances require an exception to clause 9 (Compensation Framework), sub-clause 9.4 authorises Nexone to grant that exception on a case-by-case basis, subject to appropriate risk assessment, documentation and internal approval.

10.1Nexone shall apply the principles of "Ex-Gratia Payments" in a manner consistent with clause 10. Sub-clause 10.1 sets out the operational expectations, the parties to whom they apply, and the internal controls that support them.

10.2For the purposes of clause 10 (Ex-Gratia Payments), the customer acknowledges and agrees that any obligation described in sub-clause 10.2 is a material term of this document and non-compliance may result in restrictions on the account.

10.3Sub-clause 10.3 clarifies the scope of clause 10 (Ex-Gratia Payments) and its interaction with the wider Nexone regulatory framework, including any applicable local law, regulatory guidance or industry code of conduct.

10.4Where circumstances require an exception to clause 10 (Ex-Gratia Payments), sub-clause 10.4 authorises Nexone to grant that exception on a case-by-case basis, subject to appropriate risk assessment, documentation and internal approval.

11.1Nexone shall apply the principles of "Escalation Within Nexone" in a manner consistent with clause 11. Sub-clause 11.1 sets out the operational expectations, the parties to whom they apply, and the internal controls that support them.

11.2For the purposes of clause 11 (Escalation Within Nexone), the customer acknowledges and agrees that any obligation described in sub-clause 11.2 is a material term of this document and non-compliance may result in restrictions on the account.

11.3Sub-clause 11.3 clarifies the scope of clause 11 (Escalation Within Nexone) and its interaction with the wider Nexone regulatory framework, including any applicable local law, regulatory guidance or industry code of conduct.

11.4Where circumstances require an exception to clause 11 (Escalation Within Nexone), sub-clause 11.4 authorises Nexone to grant that exception on a case-by-case basis, subject to appropriate risk assessment, documentation and internal approval.

12.1Nexone shall apply the principles of "Ombudsman Referrals" in a manner consistent with clause 12. Sub-clause 12.1 sets out the operational expectations, the parties to whom they apply, and the internal controls that support them.

12.2For the purposes of clause 12 (Ombudsman Referrals), the customer acknowledges and agrees that any obligation described in sub-clause 12.2 is a material term of this document and non-compliance may result in restrictions on the account.

12.3Sub-clause 12.3 clarifies the scope of clause 12 (Ombudsman Referrals) and its interaction with the wider Nexone regulatory framework, including any applicable local law, regulatory guidance or industry code of conduct.

12.4Where circumstances require an exception to clause 12 (Ombudsman Referrals), sub-clause 12.4 authorises Nexone to grant that exception on a case-by-case basis, subject to appropriate risk assessment, documentation and internal approval.

13.1Nexone shall apply the principles of "Alternative Dispute Resolution" in a manner consistent with clause 13. Sub-clause 13.1 sets out the operational expectations, the parties to whom they apply, and the internal controls that support them.

13.2For the purposes of clause 13 (Alternative Dispute Resolution), the customer acknowledges and agrees that any obligation described in sub-clause 13.2 is a material term of this document and non-compliance may result in restrictions on the account.

13.3Sub-clause 13.3 clarifies the scope of clause 13 (Alternative Dispute Resolution) and its interaction with the wider Nexone regulatory framework, including any applicable local law, regulatory guidance or industry code of conduct.

13.4Where circumstances require an exception to clause 13 (Alternative Dispute Resolution), sub-clause 13.4 authorises Nexone to grant that exception on a case-by-case basis, subject to appropriate risk assessment, documentation and internal approval.

14.1Nexone shall apply the principles of "Mediation Procedures" in a manner consistent with clause 14. Sub-clause 14.1 sets out the operational expectations, the parties to whom they apply, and the internal controls that support them.

14.2For the purposes of clause 14 (Mediation Procedures), the customer acknowledges and agrees that any obligation described in sub-clause 14.2 is a material term of this document and non-compliance may result in restrictions on the account.

14.3Sub-clause 14.3 clarifies the scope of clause 14 (Mediation Procedures) and its interaction with the wider Nexone regulatory framework, including any applicable local law, regulatory guidance or industry code of conduct.

14.4Where circumstances require an exception to clause 14 (Mediation Procedures), sub-clause 14.4 authorises Nexone to grant that exception on a case-by-case basis, subject to appropriate risk assessment, documentation and internal approval.

15.1Nexone shall apply the principles of "Arbitration Clauses" in a manner consistent with clause 15. Sub-clause 15.1 sets out the operational expectations, the parties to whom they apply, and the internal controls that support them.

15.2For the purposes of clause 15 (Arbitration Clauses), the customer acknowledges and agrees that any obligation described in sub-clause 15.2 is a material term of this document and non-compliance may result in restrictions on the account.

15.3Sub-clause 15.3 clarifies the scope of clause 15 (Arbitration Clauses) and its interaction with the wider Nexone regulatory framework, including any applicable local law, regulatory guidance or industry code of conduct.

15.4Where circumstances require an exception to clause 15 (Arbitration Clauses), sub-clause 15.4 authorises Nexone to grant that exception on a case-by-case basis, subject to appropriate risk assessment, documentation and internal approval.

16.1Nexone shall apply the principles of "Class-Action Waivers Where Enforceable" in a manner consistent with clause 16. Sub-clause 16.1 sets out the operational expectations, the parties to whom they apply, and the internal controls that support them.

16.2For the purposes of clause 16 (Class-Action Waivers Where Enforceable), the customer acknowledges and agrees that any obligation described in sub-clause 16.2 is a material term of this document and non-compliance may result in restrictions on the account.

16.3Sub-clause 16.3 clarifies the scope of clause 16 (Class-Action Waivers Where Enforceable) and its interaction with the wider Nexone regulatory framework, including any applicable local law, regulatory guidance or industry code of conduct.

16.4Where circumstances require an exception to clause 16 (Class-Action Waivers Where Enforceable), sub-clause 16.4 authorises Nexone to grant that exception on a case-by-case basis, subject to appropriate risk assessment, documentation and internal approval.

17.1Nexone shall apply the principles of "Jurisdiction and Venue" in a manner consistent with clause 17. Sub-clause 17.1 sets out the operational expectations, the parties to whom they apply, and the internal controls that support them.

17.2For the purposes of clause 17 (Jurisdiction and Venue), the customer acknowledges and agrees that any obligation described in sub-clause 17.2 is a material term of this document and non-compliance may result in restrictions on the account.

17.3Sub-clause 17.3 clarifies the scope of clause 17 (Jurisdiction and Venue) and its interaction with the wider Nexone regulatory framework, including any applicable local law, regulatory guidance or industry code of conduct.

17.4Where circumstances require an exception to clause 17 (Jurisdiction and Venue), sub-clause 17.4 authorises Nexone to grant that exception on a case-by-case basis, subject to appropriate risk assessment, documentation and internal approval.

18.1Nexone shall apply the principles of "Limitation Periods" in a manner consistent with clause 18. Sub-clause 18.1 sets out the operational expectations, the parties to whom they apply, and the internal controls that support them.

18.2For the purposes of clause 18 (Limitation Periods), the customer acknowledges and agrees that any obligation described in sub-clause 18.2 is a material term of this document and non-compliance may result in restrictions on the account.

18.3Sub-clause 18.3 clarifies the scope of clause 18 (Limitation Periods) and its interaction with the wider Nexone regulatory framework, including any applicable local law, regulatory guidance or industry code of conduct.

18.4Where circumstances require an exception to clause 18 (Limitation Periods), sub-clause 18.4 authorises Nexone to grant that exception on a case-by-case basis, subject to appropriate risk assessment, documentation and internal approval.

19.1Nexone shall apply the principles of "Confidentiality of Proceedings" in a manner consistent with clause 19. Sub-clause 19.1 sets out the operational expectations, the parties to whom they apply, and the internal controls that support them.

19.2For the purposes of clause 19 (Confidentiality of Proceedings), the customer acknowledges and agrees that any obligation described in sub-clause 19.2 is a material term of this document and non-compliance may result in restrictions on the account.

19.3Sub-clause 19.3 clarifies the scope of clause 19 (Confidentiality of Proceedings) and its interaction with the wider Nexone regulatory framework, including any applicable local law, regulatory guidance or industry code of conduct.

19.4Where circumstances require an exception to clause 19 (Confidentiality of Proceedings), sub-clause 19.4 authorises Nexone to grant that exception on a case-by-case basis, subject to appropriate risk assessment, documentation and internal approval.

20.1Nexone shall apply the principles of "Costs and Fees" in a manner consistent with clause 20. Sub-clause 20.1 sets out the operational expectations, the parties to whom they apply, and the internal controls that support them.

20.2For the purposes of clause 20 (Costs and Fees), the customer acknowledges and agrees that any obligation described in sub-clause 20.2 is a material term of this document and non-compliance may result in restrictions on the account.

20.3Sub-clause 20.3 clarifies the scope of clause 20 (Costs and Fees) and its interaction with the wider Nexone regulatory framework, including any applicable local law, regulatory guidance or industry code of conduct.

20.4Where circumstances require an exception to clause 20 (Costs and Fees), sub-clause 20.4 authorises Nexone to grant that exception on a case-by-case basis, subject to appropriate risk assessment, documentation and internal approval.

21.1Nexone shall apply the principles of "Language of Proceedings" in a manner consistent with clause 21. Sub-clause 21.1 sets out the operational expectations, the parties to whom they apply, and the internal controls that support them.

21.2For the purposes of clause 21 (Language of Proceedings), the customer acknowledges and agrees that any obligation described in sub-clause 21.2 is a material term of this document and non-compliance may result in restrictions on the account.

21.3Sub-clause 21.3 clarifies the scope of clause 21 (Language of Proceedings) and its interaction with the wider Nexone regulatory framework, including any applicable local law, regulatory guidance or industry code of conduct.

21.4Where circumstances require an exception to clause 21 (Language of Proceedings), sub-clause 21.4 authorises Nexone to grant that exception on a case-by-case basis, subject to appropriate risk assessment, documentation and internal approval.

22.1Nexone shall apply the principles of "Recording of Communications" in a manner consistent with clause 22. Sub-clause 22.1 sets out the operational expectations, the parties to whom they apply, and the internal controls that support them.

22.2For the purposes of clause 22 (Recording of Communications), the customer acknowledges and agrees that any obligation described in sub-clause 22.2 is a material term of this document and non-compliance may result in restrictions on the account.

22.3Sub-clause 22.3 clarifies the scope of clause 22 (Recording of Communications) and its interaction with the wider Nexone regulatory framework, including any applicable local law, regulatory guidance or industry code of conduct.

22.4Where circumstances require an exception to clause 22 (Recording of Communications), sub-clause 22.4 authorises Nexone to grant that exception on a case-by-case basis, subject to appropriate risk assessment, documentation and internal approval.

23.1Nexone shall apply the principles of "Record-Keeping of Disputes" in a manner consistent with clause 23. Sub-clause 23.1 sets out the operational expectations, the parties to whom they apply, and the internal controls that support them.

23.2For the purposes of clause 23 (Record-Keeping of Disputes), the customer acknowledges and agrees that any obligation described in sub-clause 23.2 is a material term of this document and non-compliance may result in restrictions on the account.

23.3Sub-clause 23.3 clarifies the scope of clause 23 (Record-Keeping of Disputes) and its interaction with the wider Nexone regulatory framework, including any applicable local law, regulatory guidance or industry code of conduct.

23.4Where circumstances require an exception to clause 23 (Record-Keeping of Disputes), sub-clause 23.4 authorises Nexone to grant that exception on a case-by-case basis, subject to appropriate risk assessment, documentation and internal approval.

24.1Nexone shall apply the principles of "Continuous Improvement" in a manner consistent with clause 24. Sub-clause 24.1 sets out the operational expectations, the parties to whom they apply, and the internal controls that support them.

24.2For the purposes of clause 24 (Continuous Improvement), the customer acknowledges and agrees that any obligation described in sub-clause 24.2 is a material term of this document and non-compliance may result in restrictions on the account.

24.3Sub-clause 24.3 clarifies the scope of clause 24 (Continuous Improvement) and its interaction with the wider Nexone regulatory framework, including any applicable local law, regulatory guidance or industry code of conduct.

24.4Where circumstances require an exception to clause 24 (Continuous Improvement), sub-clause 24.4 authorises Nexone to grant that exception on a case-by-case basis, subject to appropriate risk assessment, documentation and internal approval.