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Complaint Process

How to escalate issues when standard support doesn't resolve them.

Complaint Path​

Level 1: Support​

Before filing a complaint:

  1. Contact support
  2. Clearly explain issue
  3. Provide documentation
  4. Allow response time (5 business days)

Level 2: Formal Complaint​

If support doesn't resolve:

How to File​

  1. Submit in writing
  2. Mark as "Formal Complaint"
  3. Include:
    • Account details
    • Issue description
    • Previous support interactions
    • Desired resolution
    • Supporting documents

Response Timeline​

  • Acknowledgment — Within 5 business days
  • Investigation — Varies by complexity
  • Response — Within 30 days typically

Level 3: Mediation​

If the formal complaint doesn't resolve the issue:

  • Purpose — Third-party facilitated resolution
  • Cost — Typically shared or company-paid
  • Binding — No (voluntary)
  • Next step — Arbitration if mediation fails

Level 4: Arbitration​

Final resolution method per the IA Agreement:

  • Binding — Yes, final decision
  • Location — Per Agreement terms
  • Rules — Per Agreement terms
  • Appeal — Very limited

What Makes a Good Complaint​

  • Clear facts — What happened, when
  • Documentation — Evidence of issue
  • Previous attempts — Shows good faith
  • Specific request — What resolution you want
  • Professional tone — Increases cooperation

What to Include​

Effective complaints include:

  • Account email and name
  • Chronological summary of events
  • Reference numbers (tickets, transactions)
  • Copies of relevant communications
  • Specific resolution requested
  • Contact information

What Not to Do​

  • Abusive language — Doesn't help resolution
  • Threats — May cause defensive response
  • Public shaming — Violates terms, doesn't help
  • Exaggeration — Undermines credibility

Response Expectations​

  • Acknowledgment — 1-5 business days
  • Initial response — 5-15 business days
  • Final resolution — 15-30 business days
  • Complex cases — May take longer

Record Keeping​

Keep records of:

  • All correspondence
  • Dates and times
  • Names of contacts
  • Reference numbers
  • Your submitted documents