Means any individual or corporate entity associated with the BF&M Group who performs functions for and on behalf of, the BF&M Group, including, but not limited to, directors, casual workers, interns, contractors, consultants, agents, suppliers, and Third-Party representatives.
Means the person lodging the Complaint of dissatisfaction, being a prospective or existing policyholder or customer of the BF&M Group. Whilst we do respond to Complaints from Third Parties (not customers/ policyholders), they do not fall under this Policy.
Means an expression of dissatisfaction by a customer relating to service provided by the BF&M Group, an Employee, Associated Person or Third Party, where a response or resolution is explicitly or implicitly expected. A response or resolution is ‘explicitly expected’ if the Complainant clearly requests it. It is ‘implicitly expected’ that the Complainant raise the Complaint in a way that implies they reasonably expect the BF&M Group to respond. A Complaint can be made in writing or orally.
Group Complaints Officer
Ms. Jennifer Woods
Means staff, management, officers, agents, consultants, and temporary employees of the BF&M Group, without exception.
Shall mean any individual or entity (vendor, service provider agent, etc.) who does not have a direct connection with a legal transaction, but who might be affected.