Complaint Resolution Policy

1) Scope & Definitions

• Complaint: Any written concern about a Member’s product, service, billing, or conduct submitted to the LBA or referred by the LBA.
• Member: The LBA-affiliated business that is the subject of the Complaint.
• Business Days: Monday–Friday excluding federal holidays.

2) Acknowledgement (within 2 Business Days)

• The LBA will forward Complaints to the Member’s designated contact.
• The Member must acknowledge receipt to the LBA (and, when appropriate, the customer) within 2 Business Days.
• The acknowledgement should confirm that the Complaint is being reviewed and provide a target date for an initial response.

3) Review (Good-Faith Assessment)

• The Member will promptly and in good faith evaluate the facts, records, policies, and any applicable warranties or agreements.
• If additional information is required, the Member will request it via the LBA or directly from the customer, as appropriate.

4) Initial Response (within 7 Calendar Days)

Within 7 calendar days of receiving the Complaint, the Member will provide a written response to the customer and the LBA that includes:

• The Member’s understanding of the issue.
• The proposed steps toward resolution and the rationale.
• An estimated timeline for completion, if applicable.

5) Resolution Efforts (Timely, Professional, Documented)

• Members will act courteously and professionally throughout the process.
• Acceptable resolutions may include completion or correction of work, replacement of goods, a discount, refund, or another fair remedy agreed upon by the parties.
• Members must keep the customer and the LBA reasonably informed on progress until the matter is resolved or impasse is reached.

6) Escalation (If Not Resolved)

• If the parties cannot reach agreement, the LBA may facilitate mediation between the customer and the Member.
• At the LBA’s discretion, the matter may be referred to an independent third‑party mediator or arbitrator agreed upon by the parties.
• Members agree to cooperate fully in any LBA‑facilitated escalation process.

7) Recordkeeping (12 Months Minimum)

• Members must retain records of the Complaint, communications, steps taken, and final outcome for at least 12 months after closure.
• Upon request, Members will provide these records to the LBA to verify Code of Conduct compliance.

8) Non‑Compliance & LBA Sanctions

• Failure to follow this Policy may lead to corrective action by the LBA, up to and including warnings, suspension, or removal of membership.
• Repeated or serious violations may be published to protect consumers and the integrity of the Alliance, at the LBA’s discretion.

9) Privacy & Professionalism

• Members will protect customer privacy and comply with applicable laws when handling Complaint information.
• Public statements about a Complaint must be accurate, respectful, and limited to necessary facts.

10) Effective Date & Updates

This Policy is effective upon adoption by the LBA and incorporated into the Member Code of Conduct. The LBA may update this Policy from time to time.

Public-Facing Summary (Optional)

LBA Members acknowledge Complaints within 2 business days, provide an initial written response within 7 days, and work in good faith toward a fair, timely resolution. If an agreement can’t be reached, the LBA may facilitate mediation. Our goal is simple: treat customers fairly and protect the integrity of our local business community.