For the purpose of this policy, a complaint exists when the dissatisfaction of a consumer or a customer persists even after the problem has been addressed in the normal course of business, and the dissatisfaction is expressed by the following circumstances:
An informal step aimed at correcting a particular problem is not considered a complaint, insofar as the problem is dealt with as part of the brokerage's regular activities and without the consumer or customer having filed a formal written complaint.
Every formal written complaint that alleges wrong-doing on the part of a broker is carefully investigated. When a formal investigation into a complaint is necessary, the process is as follows:
All written complaints shall be acknowledged, investigated and responded to within a reasonable time period.
A separate file shall be created for each consumer complaint.
The file shall contain the following:
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If you require assistance, please contact The Magnes Group at +1 800-650-3435 (Toll Free).If you require assistance, contact The Magnes Group at +1 800-650-3435.The Magnes Group: +1 800-650-3435 (Toll Free)