Have you been looking for a sample Consumer Complaint Policy? In our efforts to provide solutions to your 
compliance needs, we have developed a free Consumer Complaint Policy and have made it available to you on our website on the “Free Downloads” page. (scroll down and see all general tools) We have also included, with the policy, a sample template to document consumer complaints (Appendix A).
Although there is no requirement to have a written, Board approved Consumer Complaint Policy, we believe it is prudent, given the UDAAP and Fair Lending environment we live and work in today.
The sample is a simple, one-page statement of the bank’s overall policy for handling complaints in general. Other customer notifications in regard to error resolution claims under Regulation E, qualified written requests that assert an error and requests for information under the Real Estate Procedures Act (RESPA), billing error resolution under Regulation Z, and disputes under the Fair Credit Reporting Act (FCRA) should be covered by your bank’s other policies and/or procedures.
Published
2015/03/16
Deb Irving
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Deb joined Banker’s Compliance Consulting with twenty years of experience in the banking industry. Her past positions include teller, credit review analyst, assistant financial officer, BSA Officer, Compliance Officer, and Director of Compliance. She has worked for both a small community bank and a large billion-dollar bank.
Deb has Associate Degrees in Business Management and Accounting. She is a graduate of the American Bankers Association National Graduate School of Compliance Management, an honors graduate of Schools of Banking Compliance School, and a graduate of Schools of Banking Advanced School of Banking. Deb’s considerable knowledge and experience make her a valuable member of the Banker’s Compliance Consulting Team. Deb is a Certified Regulatory Compliance Manager (CRCM) and a Certified Anti Money-Laundering Specialist (CAMS).
Deb loves to spend her free time cycling, running, kayaking and weight lifting with her husband. Between them, they have three adult children and six grandchildren. Other interests include anything outdoors and anything she hasn’t done or seen yet!