Complaint Process

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

Complaint Path

flowchart TD
    A[Issue Arises] --> B[Contact Support]
    B --> C{Resolved?}
    C -->|Yes| D[Complete]
    C -->|No| E[Formal Complaint]
    E --> F[Company Review]
    F --> G{Resolved?}
    G -->|Yes| D
    G -->|No| H[Mediation]
    H --> I{Resolved?}
    I -->|Yes| D
    I -->|No| J[Arbitration]

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

Stage	Time
Acknowledgment	Within 5 business days
Investigation	Varies by complexity
Response	Within 30 days typically

Level 3: Mediation

If formal complaint doesn't resolve:

Property	Detail
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:

Property	Detail
Binding	Yes — final decision
Location	Per Agreement terms
Rules	Per Agreement terms
Appeal	Very limited

What Makes a Good Complaint

Element	Why It Helps
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

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

Response Expectations

Response Type	Typical Time
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