At Willow Wealth Financial, 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:
Willow Wealth Financial – Consumer Complaints Department
San Diego, CA
2. Acknowledgment of Complaints
Once a complaint is received, Willow Wealth Financial 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:
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
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
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:
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
External Review — AADR Complaint Resolution Process
If Willow Wealth Financial'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: www.aadrprograms.org
5. Consumer Rights & Protection
Willow Wealth Financial 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.
Willow Wealth Financial — Better Financial Future Together.