Common use of Complaints and Resolution Clause in Contracts

Complaints and Resolution. (i) All complaints received by a Party from a Cardholder relating to a Card or its use (“Cardholder Complaint”) that are material shall be promptly (i) reported to the other Party, and (ii) promptly addressed and resolved by Manager in accordance with Applicable Law and Manager’s complaint procedures; which procedures must be approved in advance by ▇▇▇▇▇▇ Bank. (ii) Upon request, Manager agrees to promptly advise ▇▇▇▇▇▇ Bank of the results of any investigation relating to a Cardholder Complaint and provide an audit trail of information pertinent to the matter, all within any timeframes required by Applicable Law, but in no event later than [***] after notice of the Cardholder Complaint. The audit trail of information shall be sufficiently detailed to allow ▇▇▇▇▇▇ Bank to fully respond to a Regulatory Authority if such Regulatory Authority inquiries about a Cardholder Complaint. (iii) Each shall provide the other Party with notice and copies of any Executive Complaint within [***] of receipt of such Executive Complaint. Manager shall promptly investigate each Executive Complaint and any similar complaints received by ▇▇▇▇▇▇ Bank that are forwarded to Manager and propose an appropriate response. Manager and ▇▇▇▇▇▇ Bank shall jointly approve the final responses for all Executive Complaints.

Complaints and Resolution. (i) i. All complaints received by a Party from a Cardholder an Account Holder relating to a Card or its use (“Cardholder Account Holder Complaint”) that are material shall be promptly (i) reported to the other Party, and (ii) promptly addressed and resolved by Manager Company in accordance with Applicable Law Program Standards and ManagerCompany’s complaint procedures; which procedures must be approved in advance by ▇▇▇▇▇▇ Bank. (ii) . Upon request, Manager Company agrees to promptly advise ▇▇▇▇▇▇ Bank of the results of any investigation relating to a Cardholder an Account Holder Complaint and provide an audit trail of information pertinent to the matter, all within any timeframes required by Applicable LawProgram Standards, but in no event later than [***] ten (10) Business Days after notice of the Cardholder Account Holder Complaint. The audit trail of information shall be sufficiently detailed to allow ▇▇▇▇▇▇ Bank to fully respond to a Regulatory Authority if such Regulatory Authority inquiries inquires about a Cardholder an Account Holder Complaint. (iii) . Each Party shall provide the other Party with notice and copies of any Executive Complaint within [***] two (2) Business Days of receipt of such Executive Complaint. Manager The recipient of such Executive Complaint shall promptly investigate each Executive Complaint and any similar complaints received by ▇▇▇▇▇▇ Bank a Party that are forwarded to Manager the other Party and propose an appropriate response. Manager Company and ▇▇▇▇▇▇ Bank shall jointly approve the final responses for all Executive Complaints.