The goal of Granite Escrow & Settlement Services (the Company) “Complaint Response Process” is to improve the Company’s services and enhance customer relations. The Company recognizes good customer service is fundamental to its business, and our policies will be based on respect for Consumers and their views and wishes. It is the policy of the Company to handle all customer complaints with care and to resolve these matters promptly and, when applicable, within regulatory requirements. All complaints from Consumers will be given courteous and fair attention, in addition the Company complies with ALTA Best Practice #7 and EIC’s Policy & Procedure #6.
The Company’s objectives in providing good customer services will be to:
- Promote the delivery of high quality services
- Listen to the views of Consumers
- Respect Consumers at all times
- Respond to Consumers’ individual needs
- Ensure staff behave courteously at all times and
- Provide clear information about the Company’s services
While not every complaint will be the responsibility of Granite Escrow & Settlement Services, the Company remains dedicated to pursuing a resolution for each complaint that is preferable and acceptable to the Consumer and the Company. The Company recognizes that mistakes may be made and it will deal with complaints seriously and with sensitivity, allowing proper redress when appropriate. As such, the Company has established a written Complaint Response Process.
Complaint Response Process
All Granite Escrow & Settlement Services employees will be sensitive to the idea that Consumers may make a complaint in a variety of ways, including phone calls, voice mail, e-mail, or regular mail. If an employee sees or hears something that looks or sounds like a complaint, the employee is required to fill out a “Complaint Intake Form.” Any documents relative to or evidencing a complaint shall be submitted to the Granite Escrow & Settlement Services Compliance Officer along with the Complaint Intake Form as soon as possible, but in no event later than at the end of the day.
Upon receipt of a complaint, Compliance Officer will investigate to determine the validity of the complaint, any mitigating factors, and the best solution. The determination of the best solution may involve others at the Company. Our Compliance Officer is responsible to either handle the resolution of the complaint directly or ask the Company’s attorney to resolve the complaint. The Consumer will be contacted for acknowledgment of receipt of the complaint and to obtain additional information regarding the complaint, if necessary. Thereafter, status updates will be made to the Consumer every three business days until resolution is obtained, as warranted. Upon resolution of the complaint, the Complaint Intake Form will be completed by Compliance Officer and a copy will be maintained by Compliance Officer for a minimum of five years from the date of resolution of the complaint.
Complaint Response Timeline
The Company has established the following timeline for responding to complaints:
|Customer complaint received||Start of Complaint Response Process|
|Complaint Intake Form is filled out||By the end of the day|
|Complaint Intake Form is delivered to Compliance Officer||By the end of the day|
|Consumer is contacted for acknowledgment of receipt of complaint and/or to obtain additional information||By the end of the second day|
|Status update is made to Consumer If the complaint is not resolvable within 3 additional business days||By the end of the 5th business day|
|Status update every 3rd business day thereafter||By the end of the 8th business day and subsequent days until the complaint is resolved|
|Complaint Intake Form is completed and a copy is maintained by Compliance Officer for a minimum of five years from the date of resolution of the complaint||At resolution of the complaint|