Solutions
Escalation & Complaint Handling
A defined path for anything a frontline agent shouldn't resolve alone.
Every complaint is triaged against clear criteria — never resolved ad hoc, never left to guesswork.
What this actually covers
- Complaint intake and triage against defined, written criteria, not individual agent judgment.
- Immediate routing of anything touching compliance, verification, or a financial decision.
- A direct path to your designated contact for issues that need more than a frontline answer.
- Resolution tracking through to close, with the outcome fed back into the knowledge base.
What this looks like
What happens when a complaint that sounds technical turns out to be a rules dispute
The message comes in
“Your platform is broken — it won't let me place trades at the price I want.”
Triage
The agent checks a genuine platform or technical issue against something that only looks like one: a slippage or execution-price complaint, which is actually a trading-conditions question, not a bug.
If it's a real platform issue
It's confirmed against known platform status and escalated as a technical issue with a defined follow-up.
If it's actually a rules question
The agent doesn't argue or dismiss it — it's reframed accurately, and if it's a genuine dispute about execution or terms, it's routed under the same escalation criteria as any other complaint.
Afterward
Correctly telling ‘sounds technical’ apart from ‘is actually a rules dispute’ is exactly the triage skill the training sequence in How It Works is built to produce — not guesswork.
How this fits into the broader operation
This is the page behind every other solution page's escalation reference — see How It Works for the full training methodology, and the homepage's escalation diagram for the flow this page describes in detail.