Complaint Resolution Policy

Complaint: An expression of dissatisfaction or concern regarding the services, operating procedures, staff, vendors, or complaint handling process made by a client and client and customer..

Complainant – The person making the complaint.

Client and customer – The person or entity receiving advice, a service, or otherwise engaged in a business relationship with the Company.

Complaint Log – Electronic or paper records of all incoming complaints, including information on the complainant and resolution of complaint.

Complaint Process – All correspondence should be addressed as follows: Via Email- forms@myownspade.com; Via First Class Mail- Complaint Resolution Team, 1611 S. Catalina Ave Suite L75, Redondo Beach, CA 90277

Response to complaints– A Consumer Complaint Intake Form will be opened for each complaint and all complaints will be logged into the Company’s complaint log. The Complaint Resolution Team will attempt to resolve the complaint within the first contact, when possible, and will respond to the client and customer’s concerns within 3 business days of the initial complaint. At the time of the first contact, Complaint Resolution Team will inform the client and customer if more time will be needed to research the complaint.

Unresolved Complaints – If the complaint is still unresolved after communication with the Complaint Resolution Team, or if the initial complaint is not addressed in a timely manner, the complainant may contact the Company’s President at info@myownspade.com. The President will then contact the client and customer and endeavor to resolve the complaint within 3 business days after being contacted

Complaint Log Review – The Company’s complaint log will be regularly reviewed to identify areas of the Company’s operations and service that may require improvement. The Company Complaint Resolution Manager will research reoccurring complaint matters and recommend process and procedure changes, when appropriate. These changes will be noted on the Complaint Resolution Log, and any necessary Company Policy and Procedure updates will be made within 15 business days thereafter.