NMLS 2739485
CUSTOMER COMPLAINT PROCESS POLICY Effective Date: June 1, 2026
1. Purpose
Clara Risus LLC is committed to providing fair, respectful, and professional service to every customer. This Complaint Process Policy establishes a simple and accessible process for customers to raise concerns, ask questions, and seek resolution.
All customers are treated equally and fairly.
2. How to Submit a Complaint
Customers may submit a complaint or concern by email:
Email: info@clararisus.com
To help us investigate and resolve the matter efficiently, customers should include:
- Full name
- Contact information
- Account or reference number, if applicable
- A description of the complaint or concern
- Relevant dates and amounts
- Copies of supporting documents, if available
- The resolution or assistance being requested
3. Complaint Review
Upon receiving a complaint, Clara Risus LLC will review the information provided and determine the appropriate course of action.
Each complaint will be reviewed individually and handled in a fair, professional, and consistent manner.
Clara Risus LLC will not discriminate against or retaliate against a customer for submitting a legitimate complaint or raising a good-faith concern.
4. 72-Hour Resolution Commitment
5. Resolution
Depending on the circumstances, a resolution may include:
- Correction of an error;
- Explanation or clarification of an account or transaction;
- Adjustment or correction when appropriate;
- Additional documentation or information;
- Other appropriate corrective action; or
- An explanation of why the requested action cannot be taken.
Clara Risus LLC will provide the customer with a clear explanation of the resolution when appropriate.
6. Escalation
If a customer is not satisfied with the initial response, the customer may request that the complaint be reviewed by management.
The customer may submit the request for escalation to:
javier.mozca@clararisus.com
The customer should reference the original complaint and explain why additional review is requested.
7. Recordkeeping and Compliance
Clara Risus LLC will maintain appropriate records of customer complaints, investigations, responses, and resolutions as required by applicable law and company policy.
Complaint information may be reviewed periodically to identify recurring issues, improve customer service, and identify potential compliance concerns.
8. Equal and Fair Treatment
Clara Risus LLC believes that all customers are equal and deserve to be treated with dignity, respect, and fairness.
Complaint decisions will be based on the facts and circumstances of each case and applicable company policies and laws—not on discriminatory or otherwise prohibited considerations.
9. Our Commitment
Clara Risus LLC is committed to:
Listen. Investigate. Respond. Resolve.
Our goal is to address customer concerns promptly and fairly, with a commitment to providing a resolution within 72 hours whenever reasonably possible.
Clara Risus LLC
NMLS 2739485
Complaint Email: info@clararisus.com
Effective Date: June 1, 2026