Complaints

Complaints

In this section, we deal with the Complaints process. Once you have opened the Complaints window you will be able to view a summary of the Borrower and Account Details which will also reflect the arrears amounts and status.

The Complaints or Dispute Resolution Process is broken down into easy to follow steps and sections for easy guidance and implementation. You have the options to select which steps were carried out or followed as well as to add notes and edit the process.

To view and to start the Dispute Resolution Process, please click on the green + Dispute Resolution Process button.

• Initial Contact - IDR Manager or RM Only

The first section of the process covers the initial Contact made to the borrower. It is recommended that all emails, letters, faxes or phone calls are to be handled by IDR Manager or RM. Nobody else is to discuss with the borrower.

• Consideration of Dispute

The second section of the process deals with the consideration and resolution solutions for the dispute.

• Resolution with the Borrower

The third section of the process deals with the resolution solutions with the borrower for the dispute and if the resolution was accepted or rejected.

• Audit Trail

The fourth and last section of the Complaint process is where you can upload any supporting documents or notes regarding the process or correspondence with the client. These documents can be printed, opened and viewed at any time.