Client Responsibilities and Bill of Rights
We pledge that our clients have the right:
- To provide the Agency with accurate information to the best of their knowledge regarding all of their creditors and budget information necessary to assess their financial situation
- To receive and read the Agency brochure and the Client Handbook
- To prompt counseling services for managing money based on individual financial situation
- To treatment with dignity and respect
- To be actively involved in a comprehensive assessment of their financial situation including an appropriate action plan.
- To express dissatisfaction through a Complaint Resolution Process. A complete description of our grievance policy is available for review at any time.
- To discontinue your relationship with our agency at any time, upon proper notice
- To ask questions and to have concerns addressed
- CCCS serves all members of the community without regard to social/economic status, gender, ethnic, racial or religious affiliation.
- Our agency serves all members of the community.
- We do not engage in the practices of discriminations in the selection and participation of clients in our programs or services with respect to race, religion, color, gender, national origin or handicap.
Consumer Credit Counseling Service of Buffalo, Inc Complaint Resolution Process
We are committed to providing you with high quality professional services. However, if you are not satisfied with services or if you want to submit a complaint, we ask that you follow these guidelines:
Step One: Try to resolve the issue with the staff member involved giving them specific information about your complaint.
Step Two: If this is not possible or the issue is not resolved to your satisfaction, please write our main office in West Seneca or call (716) 712-2062 or 1(800) 926-9685. Please notate all correspondence to the attention of Noelle Carter, Administrative Vice President.
Step Three: Agency may request a meeting with you (phone or face-to-face) or seek more information from a staff person. The Agency will respond within 15 days.
Step Four: If your issue is still unresolved, you may appeal in writing directly to the President and CEO, Paul C. Atkinson. After additional fact finding, this individual will provide a concluding decision to you within 15 days.
Complaints may also be filed with the New York State Department of Financial Services at either
1-800-342-3736 or www.dfs.ny.gov or by writing them at:
One State Street,
New York, NY 10004-1511