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Consumer Complaint Intake and Management System/Process for Debt Settlement Company
- Complaint Intake Channels
Online Form: User-friendly web form on the company website, accessible 24/7.
Phone Hotline: Dedicated toll-free number - 888-405-2297
Email: compliants@goodstewards.io
Mail: 7548 Preston Rd Ste 141 number 144 Frisco TX 75034
- Complaint Information Collection
Required Fields:
Consumer's name, contact information (phone, email, address).
Debt settlement program ID or account number.
Date of complaint.
Detailed description of the issue.
Any supporting documentation (contracts, communication logs).
Optional Fields:
Preferred method of contact for resolution.
Consumer's preferred language (if applicable).
- Initial Complaint Acknowledgment
Automated Response: Within 24 hours of receiving the complaint:
Confirmation email/SMS with a unique complaint reference number.
Estimated timeline for resolution (e.g., "We aim to resolve your issue within 10 business days").
Phone Complaints: Verbal acknowledgment of the complaint and provision of a reference number.
- Complaint Triage and Assignment
Categorization: Complaints are categorized by type (e.g., billing issue, customer service, program performance).
Severity Assessment: Assign a priority level (low, medium, high) based on the potential impact on the consumer and regulatory risk.
Assignment: Complaints are routed to the appropriate department or personnel for investigation and resolution.
- Investigation and Resolution
Thorough Review: Gather all relevant information from the consumer's file, company records, and involved staff.
Communication with Consumer: Keep the consumer updated on the progress of the investigation and any actions taken.
Root Cause Analysis: Identify the underlying cause of the complaint to prevent similar issues in the future.
Resolution Implementation: Take appropriate action to address the complaint (e.g., refund, correction of error, retraining of staff).
- Complaint Closure
Formal Response: Provide a written response to the consumer explaining the investigation findings, resolution steps, and any preventative measures taken.
Customer Satisfaction Survey: Optional survey to gauge the consumer's satisfaction with the resolution process.
Documentation: Maintain detailed records of all complaint information, actions taken, and outcomes.
- Complaint Management and Reporting
Centralized Database: We use a google database to track and manage all complaints.
Regular Reporting: Generate reports on complaint trends, root causes, and resolution effectiveness.
Continuous Improvement: Analyze complaint data to identify areas for improvement in processes, training, and communication.
- Regulatory Compliance
Adherence to FTC Regulations: Ensure compliance with the FTC's Telemarketing Sales Rule (TSR) and other relevant regulations.
Timely Reporting: Submit required reports to regulatory bodies as needed.
Internal Audit: Conduct periodic internal audits to assess compliance and identify potential risks.