Step 1: We acknowledge it
We aim to acknowledge your complaint within five business days.
The acknowledgement may include:
The final timeline must follow any stricter requirement imposed by the relevant regulator, dealer, insurer, credentialing body or applicable law.
Step 2: We identify the responsible organization
Centerpointe may not be the legal entity responsible for every product or service appearing on the Website.
Depending on the complaint, responsibility may rest with:
We will explain where the complaint must be handled and, where permitted, help direct or forward it to the appropriate organization.
Step 3: The complaint is reviewed
The person reviewing the complaint may examine relevant records, speak with the people involved, request additional information, review applicable contracts and disclosures, consult compliance or supervisory personnel, contact an insurer, dealer or provider, and consider applicable policies, rules and legislation.
A person whose conduct is the subject of a complaint should not be solely responsible for deciding its outcome.
Step 4: You receive a response
Where Centerpointe is responsible for the investigation, our written response will normally explain our understanding of the complaint, the information considered, the outcome of the review, the reasons for the decision, any corrective or resolution action, and available escalation options.
If additional time is required, we will provide an update explaining the delay and, where possible, an expected response date.
