Common use of Complaint Management Program Clause in Contracts

Complaint Management Program. The Risk Management Program shall include a complaint management program to address and resolve all complaints received by Company regarding any aspect of a Program (“Complaint Management Program”). As used in Section 3.7, “complaint” includes any expression of dissatisfaction, whether verbal or written, that might be indicative of a failure to follow established procedures or Applicable Law or which suggests a process deficiency that might lead to a regulatory violation. The Complaint Management Program shall provide for root cause analysis and mitigation steps, and shall require Company to provide monthly Complaint Reports (as defined below) to Bank. Company shall use commercially reasonable efforts to promptly resolve all complaints. Company shall cooperate in good faith and provide such assistance, at Bank’s request, to permit Bank to promptly resolve or address any investigation, proceeding or complaint not resolved by Company. Company acknowledges and agrees that a violation of the Complaint Management Program will be deemed a breach of this Agreement.