Ombudsman Program
The Fastest Labs Ombudsman Program is a formal system for escalating, tracking, and resolving issues that need Home Office involvement — from client relationship issues to territory disputes to ethics and compliance concerns. It replaces the current process of emailing an FBC or Home Office contact directly with a structured intake, routing, and resolution workflow that can be tracked.
Why this matters
– Consistency — every escalation, regardless of type, goes through the same intake and gets a clear owner, instead of depending on who happens to receive the email.
– Visibility — nothing lives only in someone’s inbox. Every case is logged, so it can’t get lost or fall through when someone’s out or roles change.
– Trend detection — by tagging cases with a root cause, we can see patterns (a location generating repeat client complaints, a territory boundary generating repeat disputes) that point to an operational issue rather than a one-off.
The Ombudsman Program is the umbrella name for the program. You will use one of two forms, depending on what they’re reporting.
1. Resolution & Support Form
For general escalations and concerns:
– Client relationship escalations
– Territory disputes
– Franchisee-to-franchisee conflicts
– Franchisee-to-Home Office concerns
– Other/general issues
Submissions feed into the Intake & Escalations list, where FBCs may be looped in as first point of contact, but Home Office owns resolution.
2. Ethics & Compliance Form
For sensitive concerns:
– Conduct violations
– Conflicts of interest
– Retaliation
– Anything you want to raise outside the normal channel.
This form allows anonymous submission and routes directly into the Ethics Concerns (Restricted) list, visible only to Leadership.
Keeping this as a separate form and a separate, restricted list — rather than one form with a category dropdown — matters: it means an ethics report never sits in a general queue, even briefly, before someone routes it to the right place.
Resolution & Support Form (general escalations: client issues, territory disputes, franchisee conflicts, concerns about Home Office)
Ethics & Compliance Form (anonymous option, goes only to the restricted Ethics Concerns Leadership list)