Steadworth Complaint Policy

I. Introduction and Purpose

Steadworth, LLC ("Steadworth") is committed to providing excellent customer service and addressing consumer concerns promptly and effectively. This Complaint Policy ("Policy") outlines the process for receiving, investigating, and resolving complaints from Steadworth customers.

II. Policy Statement

Steadworth encourages customers to voice their concerns and complaints. We believe that complaints provide valuable feedback that can help us improve our services and products. We are committed to handling all complaints fairly, efficiently, and confidentially.

III. Scope

This Policy applies to all complaints received by Steadworth, regardless of the channel through which they are received (e.g., phone, email, website, social media).

IV. Roles and Responsibilities

A. Compliance Officer:

• The Compliance Officer is responsible for overseeing and implementing this Policy.

• This includes receiving and logging complaints, conducting investigations, and ensuring that complaints are resolved promptly and effectively.
  
  

B. Customer Service Team:

• The Customer Service Team is the first point of contact for customer complaints.

• They are responsible for receiving and logging complaints, providing initial responses to customers, and escalating complaints to the Compliance Officer as needed.
  
  

C. All Employees:

• All employees are responsible for being familiar with this Policy and reporting any complaints they receive to the Customer Service Team or Compliance Officer.
  
  

V. Complaint Process

A. Receiving Complaints:

• Customers can submit complaints through various channels, including phone, email, website, and social media.

• All complaints will be logged in a centralized complaint management system.
  
  

B. Acknowledging Complaints:

• All complaints will be acknowledged within five (5) business days of receipt.

• The acknowledgement will include the complaint reference number and an estimated timeframe for resolution.
  
  

C. Investigating Complaints:

• The Compliance Officer will investigate all complaints promptly and thoroughly.

• This may involve gathering additional information from the customer, reviewing relevant documentation, and interviewing employees.
  
  

D. Resolving Complaints:

• Steadworth will strive to resolve all complaints within thirty (30) days of receipt.

• If a complaint cannot be resolved within this timeframe, the customer will be notified of the delay and provided with an updated timeframe for resolution.

• Steadworth will communicate the resolution of the complaint to the customer in writing.
  
  

E. Escalating Complaints:

• If a customer is not satisfied with the resolution of their complaint, they may escalate the complaint to the Compliance Officer.

• The Compliance Officer will review the complaint and make a final decision.
  
  

VI. Recordkeeping

Steadworth will maintain records of all complaints received, including the date of receipt, the nature of the complaint, the resolution, and any other relevant information.

VII. Review and Revision

This Policy will be reviewed and revised periodically to ensure that it remains current and effective.

VIII. Conclusion

Steadworth is committed to providing excellent customer service and addressing consumer concerns promptly and effectively. This Policy is intended to ensure that all complaints are handled fairly, efficiently, and confidentially.

IX. Contact

Any questions or concerns regarding this Policy should be directed to the Compliance Officer at: contact@steadworth.com

Please note: This Policy is intended to supplement, not replace, any other applicable Steadworth policies or procedures.