Focus on Complaints

Back in February, Acting Director of the CFPB Dave Uejio stated one of his top priorities is making sure that consumers who submit complaints to us get the response and the relief they deserve.  He believes consumer experiences and input need to drive policymaking.  This “news” of the CFPB putting a focus on complaints really isn’t anything new.  But, it’s important to keep in mind that the focus is only likely to increase as Acting Director Uejio believes consumer complaints are the CFPB’s “lifeblood” and “direct connection to consumers in distress”. 

He also delivered a warning shot at companies with a history of a “lax” response, stating those with a poor track record…can expect to be hearing from me

While you don’t have a lot of control over whether someone complains about you or to you, you can control your response.  This, of course, is where your complaint program comes in.  If you don’t currently have a written complaint program, we absolutely encourage you to develop one. 

If you’ve already done so, make sure it addresses responding and reporting.  Now is the time to heed the warning and get your complaint program up to speed!

Ready for some help, that’s what we are here for.  Feel free to reach out to us or check out our webinar, “Complaints, Complaint Programs & Compliance”, which is available now OnDemand.

Published
2021/03/18

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