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Consumer Complaint Intake and Management System/Process for Debt Settlement Company

 

  1. 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

 

  1. 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).

 

  1. 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.

 

  1. 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.

 

  1. 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).

 

  1. 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.

 

  1. 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.

 

  1. 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.