We’ve made some recent changes to our Complaint Management Program at Cenlar, which we expect you will find more comprehensive, as we continue to improve our process. Our edited complaint policy and program includes the following changes:
A more robust complaint definition that allows for stronger detection of risk;
A broader inclusion of survey responses into the L3 complaint definition.
The enhanced policy and program is available to view on CenAccess at www.CenAccess.com. If you have any questions, please contact your Client Manager or me.
Best regards, Nancy Irwin Vice President Client Management
609-883-3900 ext. 2551