Zagga Loan Management System

RCS is the servicer for the investor, Bank of America (“BANA”), which requires additional research from RCS on written complaints BANA receives regarding one of their loans. An email is sent to the Correspondence email distribution list provided as the point of contact for BANA. Once an email is received, CIT 361 is opened and the email is imaged into Nautilus. The CIT is assigned to a Resolution Advocate for research and response. Once the research and information is gathered, a reply email to the requestor from BANA is sent from Correspondence and includes a CC to Correspondence and the Customer Relations Manager. Once the confirmation is received that nothing further is required, the final email is imaged

In addition, an attorney must identify impending clients credentials, to determine whether there are any conflicts of interest in representing either the Robertson’s or Adcock’s; and that is, the rules prohibit the representation of a client if that representation will be directly

If a service users wishes to make a complaint or register a concern they should find it easy to

Staff grievance procedures are kept in the office and all staff are shown and asked to read these within their induction. Therefore, it is trusted their complaints can be dealt with as quickly as possible. Service users’ families have the right to complain on their behalf or involve an advocacy group.

I need to try to solve the problem by talking to my manager but if I am not satisfied, i can make a formal grievance complaint.

If the manager receiving the complaint has been involved with trying to resolve it informally a more senior manager should deal with the formal complaint (normally the manager’s line manager).

client or whether it's the client the client should have be treated. Some people may not show

It is important to have access to the complaints procedure and know about it if you may need to use it so you would know how to go about making a complaint . Also all complaints should be delt with in the same way to make sure that all the individuals have the same rights and respect.

That staff referred to in the grievance are instructed with respect to the substance, advance, and result of the objection by their line administrators.

HR should clearly communicate the policy for raising a grievance (eg informal complaints, written complaints, how complaints may be escalated and estimated timescales). Explain that the organisation values it’s customers and wishes to resolve any problems that may arise. Ensure customers feel assured that their issues will be taken seriously and dealt with confidentially and encourage customers to feedback any issues before they intensify.

I assisted with the content of our Service User Guide in this pack I have devised a section which includes a piece about expectations on how complaints will be dealt with. This

Each organisation should have in place a complaints procedure. This information leaflet is in the service users care plan. Part of the role of the carer is to make the complaints procedure available for people to use. Also to assist in making complaints, either directly, by supporting them in following the procedure or indirectly by making sure that they are aware of the complaints procedure and are able to follow it.

All complains has to be reported to senior staff and recorded in care plan of resident. If any complain is related to abuse

Many grievances can be resolved without the involvement of third parties by correcting a misunderstanding between the employee and management, or with a simple negotiation between the employee and management. However, the grievance may involve a more difficult issue, or one or more of the parties involved may refuse to settle with a just a simple negotiation between the employee and management. Therefore the grievance form should be filled out in detail. “Grievances are usually written out at the first or second step” (Holley et al, 2008, p.420). The important part of the report is to have the complainant’s name. It should also include when the incident occurred, the chief complaint, and the resolution sought by the employee.

When you have all the details about the complaint, ask the customer how they would like it to be resolved