I set up an independent "complaints commissioner" full customer is responsible for handling complaints. Complaints Commissioner received the complaint, in principle, the same day reply (customers by mail and fax complaints, and customer complaints commissioner confirm receipt of the complaint, confirmed the date for the T day), because the more complex reasons such complaints can not reply the same day, no later than T +3 days to reply. T occurred on a non-working day, in principle, be extended to the first working day.