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#1616019 - 10/14/11 06:21 PM
Re: Complaint Log
DCollins
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Power Poster
Joined: Dec 2002
Posts: 4,615
SC
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I keep a log of loan billing disputes and credit bureau disputes. It contains the loan number, name, date received by bank employee, short summary of the issue, person who will investigate the issue, date the letter is sent to the customer with the results of the investigation and the resolution. I also calculate the number of days between date received and date resolved. The complaint, along with our checklist, letters, etc. are then imaged.
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#1617102 - 10/18/11 07:32 PM
Re: Complaint Log
Cowboys Fan
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Power Poster
Joined: Nov 2003
Posts: 3,726
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Have you (Cowboys Fan)considered expanding it to include complaints about products, etc.? I am trying to do that but I think people think it is overkill. I happen to sit in an area where I hear customers complain about marketing efforts and products and would think if that information were being collected it would be very helpful.
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#1617111 - 10/18/11 07:37 PM
Re: Complaint Log
Tesla
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10K Club
Joined: Oct 2000
Posts: 40,086
Cape Cod
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Marketing and products are due to become more prominent in regulators' focus on UDAAP. How you handle complaints can be important, but of equal importance will be your record of complaints (and those received by your regulator about you) involving misleading or deceptive marketing or abusive practices.
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John S. Burnett BankersOnline.com Fighting for Compliance since 1976 Bankers' Threads User #8
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#1617244 - 10/18/11 09:41 PM
Re: Complaint Log
John Burnett
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100 Club
Joined: Feb 2002
Posts: 132
Phoenix, AZ
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If you happen to subscribe to Compliance Action there is a good sample log in Volume 16, Number 6 from June 23rd.
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#1617261 - 10/18/11 10:06 PM
Re: Complaint Log
Tesla
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Power Poster
Joined: Dec 2002
Posts: 4,615
SC
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I'm in the loan ops area so, to be honest, I haven't even thought about marketing and product complaints.
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#1618654 - 10/21/11 04:24 PM
Re: Complaint Log
Cowboys Fan
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100 Club
Joined: Mar 2008
Posts: 120
Georgia
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We are regulated by the FDIC and just finished a compliance exam. They spent a lot of time and effort telling us we do not have an adequate system of tracking complaints that are received from across our entire footprint.....and then analyzing the data once it is gathered to determine where "complaint trends" are occurring. They want policies, procedures, tracking, and senior management and board reporting. The September/October issue of ABA Bank Compliance has a good article on what they are expecting. I'm working for formulate a plan now, but see this as a somewhat daunting task as we have over 100 branches. If anyone has such a program in place I'd love to hear more about it.
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#1621937 - 10/31/11 10:25 AM
Re: Complaint Log
Andy_Z
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10K Club
Joined: Aug 2001
Posts: 21,939
Next to Harvey
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Several years ago there was a major northern bank that ran afoul of privacy considerations. What they were doing was not specifically against the law at the time, but it was bad judgment in any context.
I heard their compliance officer do a presentation about the ordeal. What I most remember him saying was: "If we had logged our complaints and reviewed them we would have known we had a problem long before our state's attorney general did."
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#1636437 - 12/07/11 05:49 PM
Re: Complaint Log
Elwood P. Dowd
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New Poster
Joined: Sep 2011
Posts: 4
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On the subject of complaint logs… I am looking to implement an enterprise-wide system to record/monitor complaints and was wondering if anyone has any experience with an “off the shelf” solution. The good ol' Excel Spreadsheet method is in place now, but I don't find it efficient (the last thing I want to do is review or combine multiple spreadsheets). I'd like something more robust that can be used by multiple people and can produce reports as broad or as narrow as needed. Anyone?
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#1636454 - 12/07/11 06:07 PM
Re: Complaint Log
mfpdib
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Platinum Poster
Joined: May 2010
Posts: 958
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On the subject of complaint logs… I am looking to implement an enterprise-wide system to record/monitor complaints and was wondering if anyone has any experience with an “off the shelf” solution. The good ol' Excel Spreadsheet method is in place now, but I don't find it efficient (the last thing I want to do is review or combine multiple spreadsheets). I'd like something more robust that can be used by multiple people and can produce reports as broad or as narrow as needed. Anyone? Excel? Yuck. Did you attempt Access?
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#1636558 - 12/07/11 07:33 PM
Re: Complaint Log
Bob The Banker
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New Poster
Joined: Sep 2011
Posts: 4
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Access would be great; at my last job, my boss had built a splendid Access database for this purpose. However, if we have Access here at the new place, I don't have access to it. Otherwise, I would dust off my "Access for Dummies" and (insert teeth gnashing and censored ramblings) attempt to build it myself. That's why I was hoping someone might have experience with one already built and tested.
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