Dean and Dean, LLP and Advantage Title, LLC’s
Client Complaint Resolution Policy
To our Clients:
Dean and Dean, LLP and Advantage Title, LLC has procedures in place to handle any written or verbal complaint received in a fair and prompt manner. This is a summary of those procedures that we make available on our website at www.deananddean.com.
Our policy is to request that all complaints be filed in writing. There may be instances where we receive a verbal complaint from a client which will warrant the same treatment as a written complaint. However, unless it is totally impractical or there are other compelling reasons not to, clients will normally be advised that we will require their complaint in writing before we can proceed any further. For confidentiality reasons, we will only deal with the client or another individual who has the client’s express written authorization to deal with us.
Our appointed Designated Complaints Officer is Jonathan S. Dean, the Manager of our law firm and title insurance agency.
How to Contact the Designated Complaints Officer:
Your concern and supporting documents which will be of assistance to us in reviewing your concerns can be submitted by the following methods:
By Mail To:
Dean and Dean, LLP or Advantage Title, LLC (as applicable)
Attn: Jonathan S. Dean, Manager and Designated Complaints Officer
230 NE 25th Avenue, Ste. 100
Ocala, FL 34470
By Fax To:
Attn: Jonathan S. Dean, Manager and Designated Complaints Officer.
Our fax number is: (352) 867-5787
By Email To:
We will attempt to acknowledge your complaint promptly, generally within 5 business days.
Assessing the Complaint:
The Complaint Officer will conduct a factual investigation and analysis of the matters specific to the complaint. In order to accomplish this, we will gather information including a response from our employee most familiar with your issue(s) raised in the complaint, copies of documentation completed and any other documentation which may be available (notes, e-mails). The Complaint Officer will review all documentation as well as the comments of both the client and any employees with pertinent information regarding your complaint to assess the merits of the complaint. Additional analysis may be necessary, dependant on the nature of the complaint.
Once the investigation has been completed, a written summary of the investigation which addresses your concerns will be prepared and forwarded you within 30 calendar days. In the event that additional time is required, you will be notified in writing and provided with both an explanation as to why our response has been delayed along with our best estimate of the time required for completion of our response.
If you are dissatisfied with our examination of your complaint or the outcome of the examination, you may respond to our letter indicating the issues which you feel were not addressed. We will respond to communications you send us after our response to the extent necessary to implement a resolution or to address any new issues or information you provide.