Consumer Complaints Management Program

Recorded: May 27, 2021

Webinar Description:
Is your program based solely on complaints escalated to your primary regulator or the Better Business Bureau? If so, you could be missing the boat.

Consumer complaints can be key indicators of potential consumer harm or compliance weakness in a particular function or department. Responding to a complaint is only part of the process.

We will discuss the following:

• What constitutes a consumer complaint and how to distinguish consumer complaints from gripes or issues that would fall within Reg E or mortgage servicing error resolution rules
• What an appropriate response protocol should be and when to deploy it
• Importance of logging sufficient data about complaints to analyze trends for potential UDAAPs or consumer harm
• Don’t forget about third-party service providers!
• Reporting complaint data to management and the board
• The role of complaints in Fair Lending and CRA exams
• How the CFPB’s complaints database trends can drive potential consumer protections legislation and policy

Tools:

• Sample complaints log
• Sample consumer complaints policy

• Your registration includes:
• A copy of the presentation materials
• Unlimited video replay

Refund Policy:

If you will have any issues with attending the simulcast, we offer a No Questions Asked Refund Policy any time before the start of a live simulcast.

CBANC Complaint Policy:

The goal of CBANC Education is to provide quality educational content and excellent service to our users.  If you have any questions or concerns regarding the quality of our content or service, please contact us at support@cbancnetwork.com.