Martin Advance Finance LLC strives to promote its customers satisfaction by encouraging customer feedbacks, including complains from unsatisfied customers.
It is the policy of Martin Advance Finance LLC to respond to all their customers complains, issues and dispute expeditiously, accurately and decisively. The company will make every effort to ensure a mutually agreed resolution has been reached to every complain lodged. Martin Advance Finance LLC’s complaints handling process recognize the requirement to be objective, equitable and balanced to both the complainant and the business or the staff against whom the complain is lodged. Martin Advance Finance LLC ensures that all staffs who are mandated to receive complains have clear understanding of the company’s complaints-handling procedures, their authority, roles and responsibilities in regard to the complaints.
Martin Advance Finance LLC will apply this policy when handling all complaints made by their customers concerning any advice or services provided by Martin Advance Finance LLC in respect of our financial product or services. This includes any advice or opinions issued verbally or contained in any document issued by the company that bears our logo and signed by an officer of the company.
Martin Advance Finance LLC complaints policy has been developed to:
A dissatisfied customer who wishes to bring this to Martin Advance Finance LLC attention should bring their complaint to the attention of:
The Manager
Martin Advance Finance LLC
Level 13 PwC Building
3414 Moss st ste D
Lafayette LA 70507
Phone: +337 889 3641
Email: pmartin@martinadvancefinance.com
Where necessary, the Manager will assist the complainants in the formulation and lodging of complaints. A copy of this policy is available free of charge on request from the Manager. Information on the accessibility of complaints-handling policy is outlined to customers on the Martin Advance Finance LLC website.
Complaint are received through the following laid down channels: Written complaint – through the official document available at the company’s customer care desk Verbal complaints – any customer wishing to make a verbal complain, the concerned officer should record his or her details and the matter raised and forward the same to the management. He should also assure the customer that his concern will be addressed and contacted later. Complaint received through the email and social media channels should be directed the manager’s office for redresses.
Personal information is handled in a manner consistent with the United States Privacy Act of 2003 and Martin Advance Finance LLC Privacy Policy. This includes maintaining confidentiality of personal data of the complainant.
All complaints received by the Manager are recorded by filling in a Complaint Registration Form which should be filed in the Complaints Register.
Receipt of a complaint must be acknowledged as soon as possible, within 2 days of it being received by Martin Advance Finance LLC.
The Manager should ensure that a final response is provided to the complainant as soon as possible, within 45 days of it being received by Martin Advance Finance LLC.
The Manager has the capacity to resolve complaints and to implement appropriate remedies when resolving complaints. He may seek assistance from any staff in order to resolve a complaint and this shall be given promptly. When resolving a complaint, every reasonable effort must be made to investigate all relevant circumstances and information touching the complaint. When issuing the final response, the complainant must be informed the decision as soon as practicable. It must be sent to the complainant within 45 days from the date the complaint was received and not later than 5 business days after the outcome is approved by the Manager. The Manager must record the decision on the Complaint Registration Form and file it.
Martin Advance Finance LLC handles all customer complaints free of charge.
Manager must maintain a Complaints Register. For each complaint, the Complaints Register must contain a completed Complaint Registration Form, copies of all correspondence between Martin Advance Finance LLC and the complainant. The records of a complaint must be safely kept for a minimum period of 7 years after the date of last correspondence on the complaint.
Analysis and evaluation of information collected in the complaints process will help Martin Advance Finance LLC determine the causes of complaints and whether remedial action is necessary. The Complaints Manager must give a written summary of the Complaints Register to the Martin Advance Finance LLC. This summary should note areas of concern and matters that are repetitive. The summary serves as a monitoring tool which enables management to gauge the effectiveness of Martin Advance Finance LLC complaints-handling procedures and detect trends, which would guide necessary improvements.