7. CUSTOMER COMPLAINTS (ALTA BEST PRACTICES 7)
BEST PRACTICE: Adopt and maintain written procedures for resolving consumer complaints.
PURPOSE: A process for receiving and addressing consumer complaints helps ensure reported instances of poor service or non-compliance do not goundiscovered or unremedied.
7.1. Generally. All non-licensed employees of the Title Company are instructed to direct any customer or other complaints to (i) their supervising attorney orlicensed title agent and (ii) the Operations Manager of the Title Company. In addition, all such employees are instructed, in the case of further complaints indicatingthat the same have not been adequately addressed, including by their supervising attorney or licensed title agent, to report the same to a Manager or Member ofthe Title Company not previously involved in resolution of the complaint. This is designed to assure that all attorneys and licensed title agents within the TitleCompany are aware of any complaints not handled in a timely fashion, and participate in a resolution of the same.
7.2. Policy. Not every complaint is the responsibility of the Title Company, or evidences a shortcoming on the part of the Title Company. The Title Company remainsdedicated, however, to resolving any such complaint in a fashion that is acceptable to the complaining party and the Title Company, and prioritizes resolvingcomplaints over all other non-deadline work of the Title Company.
7.3. Specific Procedures. The Title Company attempts to assure that all complaints are brought to the attention of an attorney or licensed title agent and to theOperations Manager of the Title Company. Such attorney or licensed title agent is responsible to:
7.3.1. investigate the complaint;
7.3.2. determine the validity and credibility of the complaint;
7.3.3. if the complaint lacks validity or credibility make a good faith effort to explain the reason for that determination to the complaining party;
7.3.4. if the complaint is determined to be valid or credible make a determination of the person or persons (inside or outside the Title Company) responsible for thefacts and circumstances that led to the complaint;
7.3.5. make a determination as to the best possible resolution of the complaint, including establishing steps to assure that other similar complaints do not occur inthe future; and
7.3.6. pursue the best possible resolution of the complaint; and
to keep the Operations Manager fully informed of the foregoing.