Skip to main content

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​

  • 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​

  • 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:

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:

  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:

  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:

  • 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​

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:

  • 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:

  • 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​

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

CEO Involvement​

  • 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:

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

Evidence Preservation​

Retain all evidence for minimum 7 years:

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

Reporting​

  • 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:

Support Team Questions:

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