Platinum PTS

Complaint Resolution

If you have a concern, we want to know! We take concerns very seriously and view them as an opportunity to identify and resolve problems to ultimately improve our service. If you have a concern, we encourage you to let us know so that we can respond promptly, accurately, and with the utmost courtesy.


Step 1: Let us know

Most problems can be resolved quickly and easily by speaking directly with the front line Platinum PTS staff. If a staff member is unable to resolve your concern, it will be escalated to the Platinum PTS Supervisor.

Wherever possible through this method, we will aim to provide resolution within one business day from when the complaint was received. If your concern requires more investigation, we will keep you informed throughout the process.


Step 2: File a Client Concern

If your concern has not been resolved to your satisfaction, you may complete a Client Concern Form which will be submitted to the Platinum PTS Complaint Officer.

What to expect:

  • Your concern will be acknowledged within five business days.

  • We will contact you to clarify the information or request additional information for our investigation.

  • Our goal is to resolve your concern within 10 business days.

  • If there are delays in reaching a resolution, we will advise you of the progress on the investigation on an ongoing basis.

  • Once resolved, we’ll provide you with a written response outlining the findings of our investigation and any next steps.