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In order to provide quality service and high level of customer satisfaction, Credit Advocate Counseling Corp. ("CACC") thoroughly investigates all complaints received in writing and further pledges to resolve the complaint in the following method:
Incoming complaints will be given to the Quality Assurance Department ("QA").
1. "QA" will confirm the complaint within 48 hours.
2. "QA" will then research and review the situation.
3. "QA" will map out an action plan for resolving the complaint.
4. The complaint and action plan will be reviewed and discussed with the relevant employees of CACC.
5. Resolution will be determined and confirmed with client by letter.
6. Follow up discussions with the employee will be conducted if deemed necessary.
7. If the Agency's action seems unreasonable or is not satisfactory to you, you may request the CEO review the result of the complaint. The CEO & Board of Directors will determine final disposition of the complaint. You will be notified.
8. All complaints registered to CACC will be kept on record, in a secured file.
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