Consumer Complaint Procedures

(1) Opportunities for Consumer Complaints. DFSOs shall develop and Prominently Publish procedures by which a DFS Consumer may file a complaint with the DFSO by internet chat, in writing, or by other means, about any aspect of DFS operation. (2) Responses to Complaints. DFSOs shall respond to such complaints in writing within ten business days. If the relief requested in the complaint will not be granted, the response to the complaint shall state the reasons with specificity. (3) Complaints Requiring Additional Information. If the response to a complaint is that more information is needed, the form and nature of the necessary information shall be specifically stated. When additional information is received, further response shall be required within seven days. (4) Retention of Complaints. All complaints received by a DFSO from a DFS Consumer and the DFSO's responses to complaints shall be retained for at least four years and made available to the AGO within seven days of any request by the AGO.