Complaint Handling

Standard operating procedures for handling complaints about IA marketing content across websites, social media, and video platforms.

Overview

When complaints are received about IA marketing activities, the Company must investigate promptly and take appropriate action. This document provides SOPs for handling different types of complaints.

Complaint Sources

Source	Channel
Customer	Support ticket, email
IA (competitor concern)	Compliance report
Public	Website contact form
Platform (Facebook, YouTube)	Forwarded notice
Regulator	Formal inquiry
Legal	Cease and desist, lawsuit

Prioritization

Priority	Criteria	Response Time
Critical	Regulatory inquiry, legal action, media exposure	Same day
High	Customer financial harm, fraud allegations	24 hours
Medium	Policy violations, unauthorized claims	48 hours
Low	Minor infractions, first offenses	5 business days

Website Complaints

Unauthorized IA Websites

Per P&P 3.5.3, IAs must use only the Company's personalized website program.

Complaint Types:

• Independent website about Corsair Connect
• Unauthorized domain names
• Clone sites mimicking official site
• Landing pages with prohibited content

Investigation Process:

flowchart TD
    A[Website Complaint Received] --> B[Document URL and Screenshots]
    B --> C[WHOIS Lookup - Identify Owner]
    C --> D{Owner Identified?}
    D -->|Yes| E[Cross-reference with IA Database]
    D -->|No| F[Archive Evidence + Monitor]
    E --> G{IA Match Found?}
    G -->|Yes| H[Review Content Against Policy]
    G -->|No| I[Not IA - Close or Escalate Legal]
    H --> J{Violation Confirmed?}
    J -->|Yes| K[Notify IA - 48hr Removal Deadline]
    J -->|No| L[Close - No Violation]
    K --> M{Site Removed?}
    M -->|Yes| N[Verify + Close]
    M -->|No| O[Escalate to Disciplinary]

Documentation Checklist:

• Full URL of website
• Screenshots of all pages
• WHOIS information
• Archive.org history (if available)
• Content that violates policy
• Date complaint received
• IA identification (if known)

Action Steps:

Step	Action	Responsible	Timeline
1	Log complaint in system	Support	Same day
2	Capture screenshots and evidence	Support	Same day
3	WHOIS lookup to identify owner	Support	Same day
4	Match to IA in database	Compliance	24 hours
5	Review content vs policy	Compliance	24 hours
6	Issue takedown notice	Compliance	24 hours
7	Follow up on compliance	Compliance	48 hours after notice
8	Escalate if non-compliant	Compliance	72 hours

Takedown Notice Template:

Subject: Compliance Notice - Unauthorized Website

Dear [IA Name],

It has come to our attention that you are operating a website at [URL] that violates Corsair Connect Policies and Procedures Section 3.5.3.

Per your IA Agreement, all Associates must use the Company's personalized website program only. Independent websites about Corsair Connect are not permitted.

Required Action: Remove this website within 48 hours of this notice.

Deadline: [Date/Time]

Failure to comply may result in disciplinary action including commission withholding or termination of your IA Agreement.

Please confirm removal by replying to this email.

Social Media Complaints

Facebook Pages/Groups

Common Violations:

• Unauthorized income claims
• Unapproved testimonials
• Missing IA disclosures
• Spam/mass posting
• Purchasing fake followers/engagement

Investigation Process:

Step	Action
1	Document page/group URL
2	Screenshot all relevant posts
3	Check admin list for IA identification
4	Review posts against marketing policy
5	Document specific violations
6	Issue compliance notice

Facebook-Specific Checklist:

• Page/Group name and URL
• Admin names visible
• Screenshots of violating posts
• Date range of violations
• Number of followers/members
• Any paid promotion indicators
• Cross-reference admins to IA database

Action by Violation Type:

Violation	Action
Income claims	Immediate removal required + warning
Missing disclosures	24hr to add disclosures
Spam posting	Cease immediately + warning
Fake engagement	Investigation + potential termination
Unauthorized group name	48hr to rename or close

Instagram Accounts

Common Violations:

• Lifestyle flexing implying income
• Product claims in captions
• Link in bio to unauthorized site
• Story highlights with income claims

Documentation Required:

• Profile URL and handle
• Bio text screenshot
• Link in bio destination
• Screenshots of violating posts/stories
• Highlight reel content
• Follower count

LinkedIn Profiles/Posts

Common Violations:

• Job posting style recruitment
• Income claims in articles
• Endorsement of unauthorized products
• Professional headline violations

TikTok Content

Common Violations:

• Get-rich-quick style content
• Income claim videos
• Product claims without disclosures
• Duets/stitches with problematic content

YouTube Channel Complaints

Investigation Process

flowchart TD
    A[YouTube Complaint Received] --> B[Document Channel URL]
    B --> C[Screenshot Channel + About Page]
    C --> D[Download/Record Violating Videos]
    D --> E[Identify Channel Owner]
    E --> F{Owner = IA?}
    F -->|Yes| G[Review Content vs Policy]
    F -->|No| H[Not IA - Possible DMCA if Using Trademarks]
    G --> I{Violation Confirmed?}
    I -->|Yes| J[Issue Compliance Notice]
    I -->|No| K[Close - No Violation]
    J --> L[IA Must Remove/Edit Videos]
    L --> M{Compliant?}
    M -->|Yes| N[Verify + Monitor]
    M -->|No| O[Escalate to Disciplinary]

YouTube-Specific Documentation:

• Channel URL
• Channel name
• About page screenshot (may contain IA info)
• Video URLs for each violation
• Timestamps of specific violations
• View counts
• Comment sections (if relevant)
• Download copies of videos (evidence preservation)

Common YouTube Violations:

Violation	Example	Action
Income claims	"I made $10K this month"	Video must be removed
Check displays	Showing commission checks	Video must be removed
Lifestyle claims	"Quit my job, travel full time"	Edit or remove
Product medical claims	"Cured my condition"	Video must be removed
Missing disclosures	No "Independent Associate" mention	Add disclosure

Video Takedown Request Template:

Subject: Compliance Notice - YouTube Content Violation

Dear [IA Name],

The following video(s) on your YouTube channel violate Corsair Connect Policies and Procedures:

Channel: [Channel Name/URL] Video(s):

• [Video URL 1] - [Specific Violation]
• [Video URL 2] - [Specific Violation]

Required Action: Remove or edit these videos within 48 hours.

Policy Reference: P&P Section [X.X]

Deadline: [Date/Time]

Failure to comply may result in disciplinary action.

Third-Party Platform Notices

When Platform Reports to Company

Sometimes Facebook, YouTube, or other platforms forward complaints to the Company.

Process:

1. Log the platform notice immediately
2. Review the specific content cited
3. Identify the IA involved
4. Take action per standard process
5. Respond to platform if required

Platform Trademark/Copyright Issues

If non-IAs are using Corsair Connect trademarks:

Issue	Action
Trademark misuse	Issue cease and desist
Copyright infringement	File DMCA notice
Impersonation	Report to platform + legal
Scam using brand	Report to platform + legal + warn public

Response to Complainant

Acknowledgment

Send acknowledgment within 24 hours:

Thank you for bringing this to our attention. We have received your complaint regarding [brief description] and are investigating. We take compliance seriously and will take appropriate action.

You may not receive detailed information about any actions taken due to privacy requirements, but please be assured your report is being addressed.

Resolution Notification (if appropriate)

If the complainant is an IA or customer with ongoing relationship:

We have concluded our investigation into the matter you reported. Appropriate action has been taken to address the compliance concern.

We cannot share specific details about sanctions imposed on other parties due to privacy requirements.

Thank you for helping us maintain compliance standards.

Escalation Triggers

Immediate CIO Escalation

Trigger	Why
Regulatory inquiry	Legal exposure
Media coverage	Reputation risk
Fraud allegations	Serious violation
Multiple victims	Pattern of harm
Legal threats	Requires legal response

CEO Involvement

Trigger	Why
Lawsuit filed	Executive decision needed
Government investigation	Company-level response
Major financial harm	Settlement authority
Public relations crisis	Executive communication

Documentation and Record Keeping

Complaint Log

All complaints must be logged with:

Field	Required
Complaint ID	Yes
Date received	Yes
Source	Yes
Platform type	Yes
IA involved	Yes (if identified)
Description	Yes
Evidence collected	Yes
Actions taken	Yes
Resolution date	Yes
Resolution type	Yes

Evidence Preservation

Retain all evidence for minimum 7 years:

• Screenshots with timestamps
• Downloaded videos
• Email correspondence
• Platform notices
• WHOIS records
• Investigation notes

Reporting

Report	Frequency	Audience
Complaint volume	Weekly	Support Manager
Violation trends	Monthly	CIO
Resolution metrics	Monthly	CIO
Serious violations	Immediately	CEO

Training for Support Team

Support staff handling initial complaints must be trained on:

1. Recognition: Identifying compliance vs general complaints
2. Documentation: Proper evidence collection
3. Routing: When to escalate vs handle
4. Response: Appropriate acknowledgment language
5. Confidentiality: Not sharing investigation details

Contact

Submit Complaints:

• Email: compliance@corsairconnect.com
• Subject: Compliance Complaint - [Platform Type]

Support Team Questions:

• Internal: Escalate to Compliance Team
• Slack: #compliance-support

Related Documentation

• Marketing Compliance - What constitutes a violation
• Violation Reporting - For IAs reporting other IAs
• Field Compliance Review - Proactive monitoring
• Disciplinary Sanctions - Consequences