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Complaint Procedures
Our Objectives
To respond to, resolve and investigate complaints in a courteous and timely manner. Response time is not to a exceed maximum of 45 (forty-five) business days.
To address the specific issues/complaints raised by our consumers, borrowers or clients. When appropriate, update our Policies and Procedures in order avoid a re-occurrence of any prior problems.
Procedure
securiTRUST Corporation, has establish and maintains all its records of complaints and their resolutions and are kept on hand for a period no less than 12 (twelve) months.
Where in this file securiTRUST Corporation, maintains copies of all received complaint(s). They are recorded by name of the client/consumer/borrower. The nature of the complaint, will be investigate and in conclusion to resolve the complaint on the basis of our understanding of all the issues.
securiTRUST Corporation will provide the complainant with the name of one or more individuals appointed by securiTRUST Corporation to be the complainant's point of contact in relation to the complaint until the complaint is resolved or a reasonable agreement has been achieved to the best of our ability.
If the complaint is received in the form of a:
- Letter: Upon receipt of the letter of complaint and or completed complaint form securiTRUST Corporation will assign an individual that will contact the complainant via telephone, email or fax within one (1) week (five business days) to discuss and help resolve the issue. If the complainant cannot be reached via telephone, a letter will be sent out stating that contact is being attempted to resolve the issue. The appointed individual(s) will try to resolve the complaint within 45(forty-five) business days.
- Phone Call: The call will be received and transferred to an appointed individual who will fill out a complaint form with the complainants’ information (see attached form), and the nature of the complaint. Action will be taken immediately, and the complaint will attempt to be resolve within the allotted 45(forty-five) business days.
- E-mail/Fax: The appointed individual will contact the complainant via telephone, letter or e-mail (depending on the information provided) within (1) week (five business days) of receiving the e-mail/fax to help resolve the issue. The appointed individual will fill out a complaint form and attach it to the e-mail/fax. Action will be taken immediately and the complaint will try to be resolved within allotted 45 business days.
A senior officer will review the file before its conclusion, and attempt to identify any procedures that can be implemented by securiTRUST Corporation to avoid a re-occurrence of the type of complaint received. Any new procedures will be immediately communicated to all of our staff and implemented.
Person(s) responsible for complaints at securiTRUST Corporation are its Presidents Tina Kemp and Jo Kelley.
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