Consumer Complaint Policy

Effective Date: February 27, 2025
Last Updated: February 27, 2025

At Level Debt, we are committed to providing excellent service and ensuring that our clients have a transparent and positive experience. If you have concerns or are dissatisfied with any aspect of our service, we encourage you to contact us so we can address and resolve your complaint as efficiently as possible.

1. How to Submit a Complaint

Clients can submit complaints through the following methods:

• Phone: Call our customer service team at 888-304-7799.
• Email: Send your complaint to care@level-debt.com.
• Mail: Send a written complaint to:
      Level Debt – Consumer Complaints Department
      970 Reserve Drive Suite 201, Roseville, CA 95678

2. Acknowledgment of Complaints

Once a complaint is received, Level Debt will:

• Acknowledge receipt of your complaint within two (2) business days.
• Inform you of the estimated time frame for resolution.

3. Complaint Handling Process

Our complaint resolution process follows these steps:

1. Investigation:
   • We will review all relevant details, including client records, call recordings, and any prior communications.
   • If additional information is needed, we will contact you for clarification.
2. Resolution:
   • Standard complaints are resolved within five (5) business days.
   • Complex complaints may take longer, but we will provide regular updates at least every five (5) business days until resolution.
   • If the complaint requires legal or regulatory review, it will be escalated to our Escalations Department.
3. Final Response:
   • Once resolved, we will provide a written or verbal response outlining:
     • The findings of our investigation.
     • Any actions taken to resolve the complaint.
     • Any further steps available to you if you are not satisfied with the resolution.

4. Escalation Process

If you are not satisfied with our resolution, you may escalate your complaint through the following channels:

1. Internal Escalation:
   • Request that your complaint be reviewed by a manager or supervisor.
   • If unresolved, the case will be forwarded to our Compliance Department for further evaluation.
2. External Review (AADR Complaint Resolution Process):
   • If Level Debt’s resolution does not meet your expectations, you may file a complaint with the American Association for Debt Resolution (AADR).
   • The AADR offers an independent complaint resolution process to ensure fair handling of consumer concerns.
   • To file a complaint with the AADR, visit their official Consumer Complaint Resolution Portal:
     AADR File a Complaint Page

5. Consumer Rights & Protection

Level Debt operates in compliance with the American Association for Debt Resolution (AADR) policies, federal and state regulations, and industry best practices. Clients have the right to:

• A fair and transparent complaint resolution process.
• Receive a timely response to concerns.
• Escalate complaints to independent consumer protection organizations if needed.
• File complaints without fear of retaliation or service denial.

6. Record Keeping & Compliance

• All complaints and resolutions are documented and maintained for a minimum of five (5) years to ensure compliance with AADR and regulatory requirements.
• Our Compliance Team conducts quarterly audits to ensure all complaints are handled appropriately and in accordance with industry standards.

If you have any concerns, we encourage you to reach out to us so we can work toward a resolution. Your satisfaction is our priority.

Level Debt – Helping Americans Break Free from Debt.